Desktop Support

2 months ago

Bengaluru, India Granicus Full time
The Company  Serving the People Who Serve the People  Granicus is driven by the excitement of building, implementing, and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn. Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the , , Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they serve—driving meaningful change for communities around the globe. Want to know more? See more of what we do . Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind

Desktop Support – Tier 1

What You'll Do: Submit fully documented customer issues into a ticket management system  Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue  Dispatch an incident to the appropriate tier 2 support group when first call resolution is not possible  Understand and assist with all internal and external escalations  Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery  Troubleshoot and resolve software, hardware, and audio-visual issues for corporate environment  Provisioning user accounts across multiple systems including, but not limited to: Office 365, Active Directory, VOIP, Teams, etc.  Develop and maintain knowledge base  Other duties as assigned by the IT Manager 

Who You Are:

You possess problem solving and communications skills  You have an understanding of Windows and/or Mac Operating Systems  You demonstrate excellent communication skills – both written and verbal  You possess the ability to perform both onsite and remote support for end users  You are self-motivated with a desire to expand your knowledge base  You are a fast learner and highly adaptable, able to work in stressful situations under deadlines  You demonstrate a clear sense of integrity, work ethic and a sincere interest in building strong relationships based upon competency and trust  You are self-motivated, proactive attitude 

Security and Privacy Requirements

Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program. Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies. 

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