Service Desk Analyst
3 weeks ago
Who are we?
Nice to meet you, we’re Indicia Worldwide. We are a global data and technology led marketing agency who work with some of the world’s biggest brands.
We see ROI where others don't. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies. We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.
Indicia Worldwide is the product of three successful businesses, brought together by our parent company Konica Minolta in 2017. The vision was, and is, to create new value across the remit of marketing for our clients.
What you’ll do:
We are currently seeking a Service Desk Analyst, based in our Mumbai office to be the first point of contact for all global service functions through phone, email and service desk.
The Global Service Desk Team is made up of six Service Desk Analysts and one Team Leader, who provide a strong, varied IT support for all Indicia Worldwide employees.
- Provide 1st and potentially 2nd line IT support to global Indicia Worldwide employees
- Positively represent the department through direct contact with internal customers and on occasion some suppliers
- Ensure all Audio-Visual devices in the meeting rooms are in full working order
- Be involved in various 2nd line projects
- Perform both basic and advanced troubleshooting tasks
- Resolve service requests such as processing new starters/leavers, installing applications, access requests, mobile device management
- Ensure service desk tickets are checked regularly, logged, updated, and resolved within SLAs
What you'll bring: - Experience in a previous IT service desk role or similar
- Extensive knowledge of software & hardware troubleshooting
- Experience using Microsoft Windows 10 and 11, Mac OS Environment, Mobile Device Management
- Experience with Windows Autopilot/Intune
- Understanding of networking principles
- Experience with user management within Windows Active Directory, password management, mailbox management, permissions management etc.
- Ability to support a range of networked peripherals, including printers and AV equipment
- Able to provide mobile support for iOS/Android OS mobile devices and knowledge of mobile MDM support software (desirable)
The softer skills that we believe, will help you thrive in this role:
You'll be working in a friendly, fast-paced environment, providing IT support both face-to-face and over the phone/video. This means, we are looking for someone who is a team player, has a can-do attitude, and most importantly someone who is confident in speaking to people of all levels.
- Confident in building and maintaining business relationships
- Excellent interpersonal and communication skills
- Advanced attention to detail and accuracy
- Able to work under pressure and in time constraints, holding strong organisational skills and the ability to handle a busy workload at times
- An approachable, flexible and professional attitude with the ability to effectively explain technical issues and provide an excellent standard of customer care
Role Requirements:
This role will involve working from our Mumbai office (West Malad) a few times a week.
We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.
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