Service Desk Support Specialist

1 day ago

Bengaluru, Karnataka, India Rubrik Full time

Job Summary

The Service Desk Analyst II role reports into the Senior Manager – Workspace Technology and Tools and is responsible for the end-user facing set of services and forms part of the onsite management team. The role is focused on delivering the onsite desktop managed service outcomes including Tech-lounge, ticketing system, emails and slack channels and is responsible for customer engagement, reporting escalations and proactive continuous improvement.

The infrastructure environment is diverse in nature with a distribution of Windows, MAC and Linux endpoints and multiple applications from various third-party vendors and open source. The role is based full-time at the Rubrik India Pvt. Ltd Bangalore Office.

Roles & Responsibilities

  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
  • Receiving, logging and managing calls from internal staff via ticketing system, telephone and email.
  • Maintaining an Asset Database and track changes.
  • 1st and 2nd line support - troubleshooting of IT related problems from in-house Network, software to hardware, such as Laptops, PCs and Printers.
  • Escalate unresolved calls to the concerned support team.
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Publishing support documentation to assist staff with requests for information.
  • Basic User Access Management knowledge. Creating user accounts, reset passwords, create groups etc.
  • To arrange for external technical support where problems cannot be resolved in-house.
  • May be required to work a flexible schedule, including nights, weekends and holidays.
  • Basic User & Security Group Access Management administration.
  • Incident Management experience – Managing incidents including business expectations and communication.
  • Should have OS knowledge on installation, configuration, troubleshooting on Windows, Mac OS, Unix.
  • Should have basic knowledge on Cloud Infrastructure, SAAS based applications.

Qualifications:

  • Bachelor's degree or equivalent work experience in Computer Science or Engineering.
  • 3 – 5 years' experience with end-user IT support including desktops, laptops, and mobile devices.
  • Advanced working knowledge of AV equipment and devices including web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems.
  • Strong analytical, problem-solving, and organizational skills.
  • Must possess outstanding communications skills.
  • Experience and demonstrated ability in conflict resolution and customer service techniques.
  • Working knowledge of Windows OS (Version 10), Mac OS.
  • Outstanding MS Outlook, MS Word, PowerPoint, and Excel skills.
  • Broad knowledge of networking concepts.
  • Ability to handle multiple projects and deadlines.

About Rubrik

Rubrik is a leading provider of data security and management solutions. With a strong focus on innovation and customer satisfaction, Rubrik is committed to helping organizations protect their data and achieve business resilience.

Our Culture

At Rubrik, we value diversity, equity, and inclusion. We believe that a diverse and inclusive workplace is essential to driving innovation and success. We are committed to creating a culture where everyone feels valued, respected, and empowered to succeed.

Equal Opportunity Employer

Rubrik is an equal opportunity employer. We are committed to providing a fair and inclusive workplace for all employees and applicants, regardless of race, color, religion, sex, national origin, age, disability, or genetics.

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