Senior Associate - Global Service Desk @ Eurofins

TITLE: IT Support Specialist

REPORTING To: Group Leader

WORKING LOCATION: Bangalore

POSITION SUMMARY: As an IT Support Specialist, your primary responsibility will be to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user support requests, and escalation of incidents when considered appropriate and necessary to maintain service level agreement expectations. Problem resolution may involve the use of diagnostic and support request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Essential Duties and Responsibilities:

Provide technical support to Eurofins Staff primarily in the area of front-end devices and maintain users satisfaction with their IT working environment;

End user account maintenance, which includes Active Directory and Exchange tasks

Maintain the front-end IT infrastructure (Workstations, Printers, Phone System, Smartphones, etc.) and ensure their reliability;

Follow and further develop standard Service Desk operating procedures;

Assume ownership and provide consistent follow-through to assure problems are resolved and respond to last minute requests;

Develop in-depth Product Knowledge in order to resolve customer questions and issues;

Interact with other team members on issues that have been escalated and find a solution.

Document all interactions and problem resolution.

Basic Minimum Qualifications (BMQ):

To perform this job successfully, the individual must be able to perform each essential duty satisfactorily. The requirements below are representative of the knowledge, skill or ability required.

Excellent written and verbal communication skills. Must be able to communicate with individuals with all levels of technical and non-technical skill sets (i.e. Developers, Project Managers and external Customers);

The ability to work independently and as part of a team with a courteous and professional attitude; Excellent time management and prioritization skills;

Ability to research and find solutions for problems

Good listening skills; problem solving and the ability to handle multiple projects/clients at once in a fast paced environment;

The ability to handle objections and counter professionally;

Must have the technical aptitude to learn, apply and solve technological solutions and/or challenges;

Must be willing to spend the time necessary to achieve and maintain a high level of technical proficiency;

Expertise in Microsoft Office: Outlook, Word, Excel, PowerPoint;

Must have experience working with PC based hardware, software and networking components;

Must be ready to work in a 24/7 rotational shift based environment.

Education/Experience (BMQ):

Undergraduate degree in IT or equivalent industry certifications; 2-4 years of prior experience in IT support.

Ability and/or Skills (BMQ):

Developed problem solving skills, ability to work independently with limited supervision and no more than general directions, knows when to consult with supervisor on major issues/problems, demonstrated knowledge and skills in designated areas, ability to handle multiple priorities, ability to function in an environment of constant change, strong organization skills and attention to detail, willingness to work overtime, excellent interpersonal and communication skills, ability to work under medium to high stress levels.

Any Basic Degree