Deskside Support Associate

2 months ago

Gurugram, India AXA Group Full time

Deskside Support Associate

Gurgaon, Haryana, India

Responsible for delivering high-quality service that improves the overall colleague experience.Provide support for IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed and key targets are achieved.Contribute to the continual improvement of service delivery across all channels of colleague communication.

DISCOVER your opportunity
What will your essential responsibilities include?

·Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.

·Act as a point of contact for colleague issues through walkup providing exceptional service in all colleague interactions.

·Supply desk-side support for all AXAXL colleagues across a range of technologies, including asset and hardware management, infrastructure, printing/scanning, mobile devices, audio and video conferencing, business applications, etc.

·Perform assessment, triage, research, and resolution of basic incidents and requests.

·Engage other support teams or appropriate third-level service resources to resolve incidents beyond the scope of ability or responsibility.

·Take ownership of colleague issues and communicate progress promptly.

·Identify service improvement opportunities for key service management stakeholders.

·Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.

·Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.

·Maintain inventory and track records of all types of hardware.

·Excellent verbal and written communication skills in English, particularly with regard to internal control findings. A good team player, able to work with high standards of integrity, professionalism and commitment to deadlines.

You will report to the APAC Regional Deskside Support Manager.

SHARE your talent
We’re looking for someone who has these abilities and skills:

Required Skills and Abilities:

·Experience on the Deskside Support.

·Outstanding customer service skills and a “customer first” mentality are a must.

·Advanced knowledge of IT principles and most supported systems and basic understanding of less commonly used systems.

·Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, asset management and applications technologies.

·Excellent verbal and written communication skills.

·Ability to build Robust relationships with key stakeholders across the organization.

·Ability to think logically to analyze, troubleshoot and resolve complex issues.

·Must be professional, courteous, and enjoy working with people; critical thinking, creativity, and resilient judgment are expected.

·Robust interpersonal skills and the ability to work within a team.

·Ability to work in a fast-paced, high-pressure work environment.

·Robust ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must.

·Bachelor's degree or relevant experience required.

·ITIL Foundations/Intermediate certifications would be an added advantage.

Desired Skills and Abilities:

·Ability to build effective working relationships across all areas of the business and IT.

·Cooperation and collaboration with peers to jointly improve the way service is delivered.

·Collaboration with Service Managers and Service Control to identify service improvement opportunities.

·End-to-end ticket ownership, and overall process improvement.

·Achievement of standard service levels, both individually and as part of a team.

·Make sure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.

·Respond to colleague contacts and escalations within agreed timelines.

·Illustrate incremental increase in baseline SLA adherence and first-line resolution rate.

FIND your future

AXA XL, the P&C and speciality risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don’t just provide re/insurance, we reinvent it.

How? By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business − property, casualty, professional, financial lines and speciality.

With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.

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