IT Helpdesk Officer

2 weeks ago

Mumbai Maharashtra, India BuroHappold Engineering Full time

Supporting our users across the globe, this is an important customer-facing role with excellent scope for technical challenge.
- Type of contract
- Permanent
- Grade
- Administration
- Area of Expertise
- Business Services
- Region
- Middle East, India and Asia
- Office / Project Location
- Mumbai
- Ref No
- 8432

As an IT Helpdesk Officer you’ll be part of a Global Helpdesk Team based in Mumbai and the UK, your main responsibility is to provide remote IT support to users based globally around our 23 locations, whether that’s in Mumbai, the UK or Germany. Among other things you’ll remotely assist with Software installations, software troubleshooting, Microsoft Teams, OneDrive and SharePoint with a focus on providing a first-time fix wherever possible and delivering all resolutions within our Service Level Agreements (SLA) and maintaining an excellent standard of customer focus.

Main responsibilities are as follows
- Manage tickets assigned to you, ensuring users are kept updated with progress made
- Troubleshoot technical issues with software installation and the M365 suite
- Fulfil defined service requests
- Using your own initiative to troubleshoot and resolve tickets
- Create new user accounts and close old ones
- Assign and amend permissions
- Assign new tickets to the relevant teams
- Contribute to the Helpdesk’s continuous improvement

**Required Skills**:
Managing a variety of requests and issues that come into the Help Desk will naturally lead to busy and varied days. We have hundreds of Software packages and over 11 Terabytes of data stored in SharePoint, which continues to grow rapidly as we progress to a more collaborative way of working. To support our global practise with support calls via phone or through our ServiceNow Platform you’ll need knowledge and experience of the following
- 2+ years of experience in a technical support position
- Basic troubleshooting of SharePoint
- Good knowledge of OneDrive and troubleshooting file syncing errors
- Remote installation and troubleshooting of Software
- Strong understanding of Microsoft products (Teams and Office 365)
- Exchange online and 2010 experience
- Active Directory - understanding of user management and group membership
- Confident, proactive character, with the ability to deal with challenging situations.
- Exceptional English communication skills both written and verbal

**Desired Skills**

It would be beneficial to have experience with the following, though it’s not required
- HR and ERP solutions (Agresso and Deltek)
- Software licensing methods
- Working knowledge of ServiceNow
- Industry related qualifications (Microsoft or ITIL)

**Education**

Graduate in any discipline. BSC IT, B.E preferred

**A place for everyone**:
Our exceptional portfolio of projects is the result of the diversity of thought, identities, backgrounds and experiences that shape us. Appreciating each other’s differences is key, we want employees to feel they don’t have to mask elements of their identity to thrive.

We are working to change the lack of representation of marginalised groups in the built environment and are particularly keen to hear from anyone who feels they are underrepresented in the industry. We have much to learn from one another. Embracing difference allows us to develop the most innovative and elegant solutions.

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