IT Service Center Associate

Let’s be #BrilliantTogether

Institutional Shareholder Services is growing ISS seek a IT Service Center Associate to join our Team in Mumbai, India.

Overview:
**Responsibilities**:
- Serve as the “Face of IT” to the customer community, providing a positive experience and reflecting a positive image of IT overall.- Support multiple office locations, primarily in the EMEAI region and time zones.- Provide tier 1 level global support to all areas of the business, providing a positive experience and reflecting a positive image of IT overall while documenting all work performed.- Responds to work queues and user calls in accordance with Service Level Agreements to process, route and/or resolve issues reported to the Service Center.- Install software, patches, and updates on Desktops and Laptops.- Troubleshoot basic network, software, and printing problems.- Excellent communicator with business users, team members and Service desk team members regarding status of activities.- Foster an engaging, proactive, and collaborative service delivery department that is closely partnered and clearly communicates with the business and across IT departments.- Independently research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.- Maintain ongoing communication with customers, keeping them up to date with the progress of their tickets. Serve as a liaison between other support teams and the customer as required.- Support Office365, SharePoint, Exchange Online, and MDM for mobile phones.- Clearly and effectively communicate service status consistently with users, other IT teams, and business owners as required.- Work with vendor support to resolve technical problems with desktop computing equipment and software.- Work collaboratively with 1st/2nd/3rd level support team to ensure that customers receive timely service. Serve as a liaison between other support teams and the customer as required.- Document IT desktop procedures as directed.- Interacts with office staff, department heads and corporate services to ensure that checks are made for customer satisfaction, and satisfactory closedown/QA of incidents.-
- Other duties as assigned.

Qualification:
- Ability to work different shifts depending on need.- Bachelor’s degree or equivalent work experience preferred.- A+, MCSE, or other technology certifications a plus.- 2+ years prior experience in a tier 1 IT role, using abilities to function effectively in a fast-paced environment- 2+ years prior experience with customer, client interaction and demonstrated excellent written and phone communication skills. Fluent English is a must.- 2+ years’ experience supporting Microsoft 0365 products (Windows 10, Office 2013+), especially with MS Outlook & MS Word.- 1 - 2 years’ experience in an IT ticketing tracking system such as ServiceNow, Jira, or Remedy, with knowledge of structured Service Desk functions and operation under ITIL framework.- Excellent written and verbal communication skills, telephone manner and a friendly disposition.- Show initiative when attempting to resolve incidents and requests to provide the best service possible.- Ability to learn new concepts and business processes rapidly with the enthusiasm to deliver high quality service.- Strong critical thinking, analytic and problem-solving abilities.- Ability to coordinate & prioritize effectively & efficiently- Active Directory knowledge & experience helpful (updating user objects, understanding the concept of Organizational Units, etc.)- Knowledge of various hardware platforms including Dell, Lenovo, HP, and Apple.- Knowledge of and ability to support iOS and Android mobile devices.- Knowledge of structured Service Desk functions and operation under ITIL framework.- Able to demonstrate a high degree of flexibility, including in working hours, to support employees and customers across multiple time zones.- Ability to provide Total Call Ownership to include handling various customers’ personality styles, escalating issues as appropriate and providing the necessary follow up before incidents are closed.

“We offer a hybrid work schedule of 3 days in office and 2 days work from home."

ASSOCIATE

INFORMATION TECHNOLOGY

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What you can expect from us

Our people are the moving force behind ISS. We are dedicated to hiring the best, most talented people in our industry and empowering them with the resources and support to enhance their career, health, financial and personal well-being.

We are committed to fostering, cultivating, and preserving a culture of diversity and inclusion. We are invested in our people and are working every day to ensure a diverse, equitable, and inclusive workplace.

Let’s empower, collaborate, and inspire one another.

Let’s be #BrilliantTogether.

About ISS

ISS empowers investors and companies to build for long-term and sustainable growth by providing high-quality data, analytics, and insight. We are committed to positively impacti