Service Desk Technician

3 weeks ago

Gurugram Haryana, India Hatch Full time

**Requisition ID**:93757

**Job Category**:Information Technology

**Location**:Gurugram, Haryana, India

Join a company that is passionately committed to the pursuit of a better world through positive change. With more than 65 years of business and technical expertise in mining, energy, and infrastructure, our 10,000 colleagues in 150 countries tirelessly work toward bettering the industries in which we operate. With practical solutions that are safe, innovative and sustainable, we think globally while acting locally. Are you looking for an opportunity to join a diverse group of professionals who are committed to remaining exceptional? We look forward to hearing from you.

We're at the forefront of our clients' digital transformation journey, successfully implementing emerging digital services into our clients' projects and operations that unlock a step change in their performance. Join the team to improve project outcomes, leverage the digital twin, deliver systems integration and interoperability, and support decision-making, autonomous execution, and integrated operations and performance centers.

Looking to take the next step in your career? Hatch is currently seeking a highly motivated **Service Desk Technician** to join the Digital group in Gurugram, Haryana

Digital Products have become a key component of the strategic direction and vision of today’s modern organizations. Hatch is at the forefront of successfully implementing emerging digital services into our clients’ projects and operations that can unlock a step change in their performance.

Join our diverse team and award-winning culture and be part of our clients’ digital transformation journey by working to define the best methods and making sure they are supported by the right technology and an enabled workforce. This journey will lead to improve project outcomes, being able to leverage the digital twin, systems integration and interoperability, support for decision-making, autonomous execution, and integrated operations and performance centers.

Reporting to the Regional Lead, the Service Desk Technician interacts directly with customers and helps them troubleshoot and resolve technical problems including hardware, software and network problems. The Service Desk Technician is responsible for problem ownership and resolution, combined with superior customer satisfaction and service level attainment.

**Responsibilities for this role include but not limited to**:

- Provide first and second level support to customers using runbooks
- Escalate issues to L3 support
- Should be comfortable with time zones shift timings
- Respond to enquiries and ensure that SLA’s are maintained
- Act as a technical point of reference for first and second level support.
- Gather information to anticipate and alleviate potential problems
- Work with team and other peers to develop and maintain formal procedures and policies for consistency and increased productivity
- Assist with the implementation, documentation and administration of service-focused solutions
- Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
- Develop a customer care philosophy to ensure client satisfaction
- Analyze help desk performance through various statistical and reporting methods
- Maintain an up to date repository of service related information
- Keep abreast of changes to existing supported systems and of new systems installed
- Consistently display excellent interpersonal skills and customer focus
- Work after hours for on-call, maintenance windows and other requirements
- Work independently as well as part of a team

**Qualifications**:
**Knowledge**:

- B.Tech/B.E. - Computers, Electronics/Telecommunication, B.Sc - Computers, Electronics, BCA - Computers or equivalent combination of education, training or work experience
- ITIL V3 Certification preferred
- Excellent communication skills both written and oral in English and Spanish required (Neutral Accent)

**Experience**
- Minimum 5 years of relevant experience
- Any previous experience providing L1\L2 support for SaaS products
- Strong knowledge of Microsoft systems
- Any customer related work experience

**Skills**
- Superior phone skills
- Good understanding of technology policies and processes
- Strong technical knowledge of personal computers and network systems
- Sound knowledge of Windows OS
- Exposure and knowledge about Network basics i.e. Lam & WAN etc.
- Basic Active Directory knowledge (creating user accounts, reset passwords, creating user groups etc.)
- Excellent customer focused service delivery skills
- Excellent organization, negotiation and planning skills
- Demonstrated ability to learn new concepts
- Strong attention to detail
- Ability to work under pressure and meet tight deadlines
- Demonstrated initiative, follow-through and flexibility to respond to changing requirements
- Self-motivated team player able to work with mínim

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