IT 2nd Line Service Desk Technician

2 months ago

Delhi Delhi, India ERM Group Full time

ERM's Global IT Operations team is recruiting a 2nd line Service Desk Technician in the APAC time zone based in ERM's New Delhi office. This position will support ERMers globally across a range of different time zones and will be a fixed shift (7:30am - 4:00pm IST).

The position will provide end user support in accordance with all applicable
Service Levels, Satisfaction scores, and KPI’s. They will be a point of escalation

The culture at ERM is hardworking and very team-oriented. Most of the projects
undertaken by ERM consultants are deadline driven and requests for support are expected to be provided within the agreed SLAs and regular communication with the Requester in order to manage their expectation and to ensure high quality of ticket management. The position requires someone who is good at prioritizing, multitasking, and passionate about fulfilling the demand. Our aim is to respond and resolve queries with a high degree of customer service as quickly as possible.

Accountabilities
- Monitoring and managing the prioritization and fulfillment of support requests
- Identifying trends and events to ensure quick identification of any emerging problems. Escalating these and taking ownership through the Problem Management Lifecycle
- Work with Project Management Office (IT PMO) team on Global projects and provide assistance as required with any new office setups, closures, moves and any new acquisitions
- Oversee day to day management of Purchasing and Asset management, including stock/ perpetual inventory within the function working with local office coordinators to ensure the adherence and availability throughout the Asset lifecycle
- Follow ERM Global practices across Incident Lifecycle (Escalation, Problem Management, Change Management)

**Responsibilities**:
Incident Management
- Provide effective and efficient support to our users while logging this information in our Service Desk management tool
- Establish and support workload against the defined SLA matrix schedule
- Follow Incident and request fulfilment lifecycle processes Record, track, and document the lifecycle of an incident or request, including all successful and unsuccessful troubleshooting steps, and actions taken, through to final resolution
- Performing preventative maintenance (CSI) by analyzing and trending ticketing statistics
- Test fixes to ensure request has been adequately resolved. Perform post-resolution follow ups to help requests
- Convey troubleshooting and resolution details in a way is ready to non-technical members of ERM
- Ensure that ERM IT policies and procedures and best practices are implemented and adhered to, particularly our Request and Incident Management procedures (based on the ITIL standard)
- Ensure that all calls from and are dealt with in a timely and efficient manner. Whilst providing excellent Customer Service
- Develop solutions and knowledge articles for end users Self Service Portal, Intranet portals and department knowledge base
- Deliver results against set individual and team KPIs Administer and maintain end user accounts, permissions, and access rights

Hardware, Software Purchasing and Asset Management
- Managing purchases, including raising P/O's and other capital expenditure requests following our Purchase and Asset Management Process
- Deploy and maintain Hardware and Software inventory Complete equipment, hardware and software purchase, installation, upgrade and removal requests
- Manage and maintain ERM’s Asset Management database entries in line with our Asset Management Policy
- Provide 2nd line support to ERM’s hardware and software estate to include fulfilling requests, resolving incidents, managing versioning and liaising with vendors across both on prem and Saas solutions

Software Management
- Provide 2nd line support to ERM’s software estate to include fulfilling requests, resolving incidents, managing versioning and liaising with vendors across both on-prem and SaaS solutions
- Performing preventative maintenance
- Predict potential problems for escalation
- Ensure that Technology policies and procedures and best practices are implemented and adhered to
- Follow best practices across Incident Lifecycle (Escalation, Problem Management, Change Management, Purchasing etc.)
- Resolve Requests within agreed SLA's
- Enable fixes and workarounds to get staff back to working state
- Continuous Improvement
- Explore opportunities to improve the quality of support given to customers and service stability
- CSI Register

Person Profile
- Skills and capabilities_
Communication: Excellent communication skills-written and verbal (technical & non
- technical team members, users, and business representatives of all levels)

Teamwork: Seeks ideas and inputs of colleagues to make best use of team expertise and improve team performance.
- Freely shares knowledge and findings with others
- Ability to work unsupervised, in teams and stand alone

Motivated: Determination and motivation to succee

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