IT Support

2 weeks ago

Gurugram Haryana, India Incubit Global Business Service (GBS) Full time

**Location**:Gurgaon, India

**Support duration**:24*7*365 (5 days working with 9 hours shift per day)

2 General Description
- Log and track all support requests and incidents in the ticketing system, ensuring accurate documentation and timely resolution.
- Diagnose and resolve hardware, software, and network issues, escalating complex problems to the appropriate IT teams when necessary.
- Work independently (Not only catch and dispatch) during weekends and holidays to guarantee the 9Hours x 7Days IT support based on the defined services. The 24Hx7Days service will be provided in collaboration with other teams in other time zones and locations.
- Customer-focused approach with a commitment to delivering high-quality service and support.
- Management of Service Provider resources on basis of SLA´s, OLA´s, SOPs, contracts and with individual targets.
- Follow standard operating procedures and troubleshooting protocols to effectively address common IT issues.
- Capability to work in critical moments alone until the central incident managers could be brought in.

3 Specific Accountabilities
- Proficiency in troubleshooting common IT issues and resolving technical problems.
- Familiarity with IT service management tools and ticketing systems.
- Perform first level support (based on ITIL definitions & Application Support SOPs) to international users.
- Pro-actively monitor the respective system and react to any anomaly.
- Able to support on weekend and public holiday (Rotational basis)
- IT infrastructure background (mailbox, VPN, communication system, desktop) is a plus.
- Strong knowledge of IT hardware, software, and network systems.
- Strictly follow and comply with all the rules and regulation on DB Schenker Compliance Guideline.

4 Skills Required
- Good Communication skills in English (both written and spoken)
- Computer basic troubleshooting experience through phone / remote.
- Good attitude, problem solving skills.
- Strong & Fast learning ability with basic IT knowledge
- Flexible to work on shifts / Weekends / 24*7 environment.

5 Experience and Qualifications
- Experience - 1-2 years in Technical Voice Support Process or similar environment
- Degree in Computer Science or similar major
- Service Desk environment experience would be an advantage.
- ITIL certificated as a plus.

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