Job Description
Your responsibilities will include but not limited to;
· Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
· Effective management of your personal ticket queue.
· Fundamental to advanced troubleshooting for day to day incidents or requests from End Users involving hardware, software or networking. Ensuring that all efforts are captured on to the ticketing system.
· Basic Mobility Support
· Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).
· Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock. Effective management of hardware and software distributed to employees.
· Knowledge Base Usage, Reference and Collective Improvement.
· Timely support of End User Issues or Requests.
· Assisting hiring manager on onboarding process and preparation of IT equipment of new employees (IT portion).
· Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
· Understanding of various metrics reflecting the group’s performance.
· Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.
· Narrowing down issue and redirecting issues to SME as and when necessary.
· Report customer feedback and potential improvements.
The following core skills are highly desirable;
- At least 2 years’ experience in the IT industry and Customer Service Role
- At least 2+ years’ related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment).
- Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users.
- Maintains a high degree of professionalism in actions, demeanor and dress.
- Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments.
- Possess a strong technology background with the ability to execute a task or project to completion.
- Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire.
- Organised and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.
- Excellent teamwork skills and the ability to work unsupervised.
- Handles confidential and sensitive matters with tact and diplomacy.
- Understanding of ITIL principles
The following skills are beneficial.
- Experience supporting Board level Executives directly.
- Audio Visual event support experience.
- Event support (Internal All Staff’s, offsite meetings)
- Creation of support documentation, Guides and manuals.
- ServiceNow
- JamF
- Microsoft Autopilot
- AWS
- MDM (Intune, Cloud hosted or SaaS)
- On Prem Active Directory / Azure Active Directory
- Network troubleshooting
· Collective responsibility with the rest of the global support team to ensure the Service Management ticket queues are effectively managed based on priority & commitment.
· Effective management of your personal ticket queue.
· Fundamental to advanced troubleshooting for day to day incidents or requests from End Users involving hardware, software or networking. Ensuring that all efforts are captured on to the ticketing system.
· Basic Mobility Support
· Project Support and Potential Leadership of Project Initiatives (Large Scale IT Objectives).
· Basic Asset Management processes adherence to support ongoing accuracy of Asset Inventory Database and Stock. Effective management of hardware and software distributed to employees.
· Knowledge Base Usage, Reference and Collective Improvement.
· Timely support of End User Issues or Requests.
· Assisting hiring manager on onboarding process and preparation of IT equipment of new employees (IT portion).
· Occasional Creation of various forms of documentation. (Processes, Policies, Training Material, Quick Reference Guides, Knowledge base articles).
· Understanding of various metrics reflecting the group’s performance.
· Management of Project assignments and relevant activities as necessary in order to remain on-schedule for critical objectives.
· Narrowing down issue and redirecting issues to SME as and when necessary.
· Report customer feedback and potential improvements.
The following core skills are highly desirable;
- At least 2 years’ experience in the IT industry and Customer Service Role
- At least 2+ years’ related experience with increasing responsibility in a Service and Support technical role for a midsize or larger organization (700+ user environment).
- Must possess excellent customer service skills and have the ability to interact professionally with a diverse group, executives, managers, subject matter experts and business users.
- Maintains a high degree of professionalism in actions, demeanor and dress.
- Requires a high level of expertise in both Windows and Apple operating systems, platform software and associated hardware. Understanding of networking principles and printing environments.
- Possess a strong technology background with the ability to execute a task or project to completion.
- Demonstrated ability to manage the full lifecycle of an End User computing environment from hire to refresh/retire.
- Organised and deadline driven with the ability to track multiple tasks simultaneously. Able to effectively set priorities and work well under deadlines with a strong attention to detail.
- Excellent teamwork skills and the ability to work unsupervised.
- Handles confidential and sensitive matters with tact and diplomacy.
- Understanding of ITIL principles
The following skills are beneficial.
- Experience supporting Board level Executives directly.
- Audio Visual event support experience.
- Event support (Internal All Staff’s, offsite meetings)
- Creation of support documentation, Guides and manuals.
- ServiceNow
- JamF
- Microsoft Autopilot
- AWS
- MDM (Intune, Cloud hosted or SaaS)
- On Prem Active Directory / Azure Active Directory
- Network troubleshooting
💡 Quick Summary
Seeking a career-building opportunity? The Desktop Support Specialist (Junior Role) position is now open for candidates interested in the Office Assistant Jobs sector. This role in Jodhpur offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Office Assistant Jobs is a plus.
