Job Description

We're at the forefront of our clients' , successfully implementing emerging digital services into our clients' projects and operations that unlock a step change in their performance. Join the to improve project outcomes, leverage the , deliver systems integration and interoperability, and support decision-making, , and integrated operations and performance centers.

Looking to take the next step in your career? Hatch is currently seeking a highly motivated Service Desk Technician to join the Digital group in Gurugram, Haryana
Digital solutions have become a key component of the strategic direction and vision of todays modern organizations. Hatch is at the forefront of successfully implementing emerging digital services into our clients projects and operations that can unlock a step change in their performance.
Join our diverse team and award-winning culture and be part of our clients digital transformation journey by working to define the best methods and making sure they are supported by the right technology and an enabled workforce. This journey will lead to improve project outcomes, being able to leverage the digital twin, systems integration and interoperability, support for decision-making, autonomous execution, and integrated operations and performance centers.

Reporting to the Regional Lead, the Service Desk Technician interacts directly with employees and helps them troubleshoot and resolve technical problems including hardware, software and network problems. The Service Desk Technician is responsible for problem ownership and resolution, combined with superior customer satisfaction and service level attainment.

Responsibilities for this role include but not limited to:
Provide second and third level support to end-users
Should be comfortable with time zones shift timings
Maintain computer hardware, software, and perform upgrades
Assist users on computer/printer/network-connectivity issues
Conduct day-to-day operation of all PCs and peripherals, whether stand-alone or network
Respond to enquiries and ensure that SLAs are maintained
Act as a technical point of reference for first level support.
Gather information to anticipate and alleviate potential problems
Work with team and other peers to develop and maintain formal procedures and policies for consistency and increased productivity
Assist with the implementation, documentation and administration of service-focused solutions
Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
Develop a customer care philosophy to ensure client satisfaction
Analyze help desk performance through various statistical and reporting methods
Maintain an up to date repository of service related information
Keep abreast of changes to existing supported systems and of new systems installed
Consistently display excellent interpersonal skills and customer focus
Work after hours for on-call, maintenance windows and other requirements
Work independently as well as part of a team

Qualifications:
Knowledge:
B.Tech/B.E. - Computers, Electronics/Telecommunication, B.Sc - Computers, Electronics, BCA Computers or equivalent combination of education, training or work experience
A Certification or Microsoft Certification is beneficial
ITIL V3 Certification preferred

Experience
Minimum 5 years of relevant experience
Any previous experience with IT Technical service desktop support or administration
Basic User & Security Group Active Directory administration
Strong knowledge of Microsoft systems (Windows 10 & O365)
Any customer related work experience

Skills
Excellent communication skills both written and oral (Neutral Accent)
Superior phone skills
Good understanding of technology policies and processes
Strong technical knowledge of personal computers and network systems
Win 10, 0365, MFA, Global protect, Microsoft technologies
Sound knowledge of the Microsoft Office application suite
Sound knowledge of Windows OS
Exposure and knowledge about Network basics i.e. Lam & WAN etc.
Basic Active Directory knowledge (creating user accounts, reset passwords, creating user groups etc.)
Excellent customer focused service delivery skills
Excellent organization, negotiation and planning skills
Demonstrated ability to learn new concepts
Strong attention to detail
Ability to work under pressure and meet tight deadlines
Demonstrated initiative, follow-through and flexibility to respond to changing requirements
Self-motivated team player able to work with minimal supervision
Strong analytical skills and troubleshooting methods
Education: BCA (Computer Application)
Industry: Construction/Cement/Metal/Steel/Iron, Manufacturing/Industrial

Skills Required