GSD IT Service Senior Specialist

2 weeks ago

Gurugram, India Boston Consulting Group Full time

Who We Are

BCG pioneered strategy consulting more than 50 years ago, and we continue to innovate and redefine the industry. We offer multiple career paths for the world's best talent to have a real impact on business and society. As part of our team, you will benefit from the breadth and diversity of what we are doing today and where we are headed next. We count on your authenticity, exceptional work, and strong integrity. In return we are committed to supporting you in discovering the most fulfilling career journey possible-and unlocking your potential to advance the world. Our team called Global Services (GS) provides corporate support to business areas such as Finance, Legal, HR, Marketing and IT. This diverse team of experts, operators and specialists represent all levels from Partner to entry level staff, operating across the globe in multiple countries. Global Services is in short, the backbone of BCG.

What You'll Do

Our mission is to continuously improve our IT systems and services, support the business and strive to create and innovate with technology.  

As an IT Senior Specialist you work closely with a team of IT professionals with the primary responsibility to execute local IT projects, provide solutions to issues, and help manage local stakeholders to ensure the team is delivering a high level of customer care to colleagues and visiting BCG clients. This includes, but is not limited to user support, computer setup, maintenance and service, telecommunications, assisting with network and infrastructure maintenance and all other technology needs of the office.  

You report directly to the Local IT Manager and are able to perform successfully in a fast-paced, high-performing, service-orientated environment. You apply and interpret rules and guidelines flexibly to enrich the business and in keeping with BCG’s values and culture. 

Key responsibilities: 

  • Very strong technical troubleshooting skills and providing a high level of customer service through on-site technology support in both home and office environments, over a variety of platforms (e.g. PC, Mac, iOS, Android, etc.) for all assigned BCG teams in a fast-paced environment  
  • Supporting the BCG user community by providing tailored solutions for their technology while on-site in BCG offices, at client locations and at special events e.g. executive speeches, press conferences, offsite meetings etc.  
  • Strategic IT project and budget management skills and excellent communication capabilities to capture demand, identify opportunity, and drive change. 
  • Preparing and deploying laptops for staff, including all required user profile configuration and data migration as well as maintain configurations of computer systems according to established BCG requirements and documenting critical and routine technical procedures as well as end user literature 
  • Coordinate the repair & maintenance of office printers and computing equipment with outside vendors 
  • Oversee and troubleshoot video conference and telecommunications systems in coordination with regional technical resources (MS Teams, Zoom and WebEx in particular) 
  • Plan and work on projects in an operational capacity for both global and local initiatives such as evaluating existing systems and recommending technology for upgrade and replacement, and evaluating new technologies for potential applicability within BCG 
  • Financial planning  
  • Compile various reports including but not limited to IT dashboard, inventory tracking and management, service assessments, mobile usage, hardware planning plus others 
  • Troubleshoot and log any technical issues received via phone call or ticket in the IT Service Management tool Service Now, analysing call data to proactively identify improvement opportunities, and conduct RCA analysis for issue resolution 
  • Achieve annual goals and objectives, developed in cooperation with IT Service organization and local management 
  • Stakeholder management including conducting business reviews and closing feedback loop  


What You'll Bring

  • Broad experience in the following areas: PC/laptop hardware, software, telecommunications, mobile devices, networking, and server administration 
  • Ability to diagnose problems and provide solutions and/or escalate to the appropriate expertise area 
  • Experience in effectively communicating and presenting technical concepts to management, peer group and staff 
  • Windows 10, Windows server, Mac OS, Microsoft Office and Cloud file share support experience 
  • MS Teams/Zoom/WebEx meeting setup and basic troubleshooting experience 
  • ITIL Foundation certified (v3 or v4) and/or a clear understanding of the ITIL system and ticketing process 
  • LAN and IP networking knowledge and ability to approach issues logically using OSI model or similar 
  • SCCM or imaging software experience 
  • Exposure to cloud technology 
  • VoIP experience 
  • Experience in working with teams 

Desirable 

  • Strong analytical and planning skills demonstrating working knowledge of tools such as Tableau, Alteryx and MS Project 
  • Project management experience  


Who You'll Work With

BCG's information technology group collaboratively delivers the latest digital technologies that enable our consultants to lead and our business to grow. For our IT jobs, we seek individuals with expertise in the areas of IT infrastructure, application development, business systems, collaborative and social technologies, information security, and project leadership.

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
BCG is an E - Verify Employer. Click here for more information on E-Verify.

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