Job Description

About the Opportunity Job Type: Permanent Application Deadline: 31 July 2023 Title: Technical Analyst - Service Desk Department: Technology Infrastructure Services - Service Desk Location: Gurgaon Level : 1 We\'re proud to have been helping our clients build better financial futures for over 50 years. How have we achieved this By working together - and supporting each other - all over the world. So, join Technology Infrastructure Services - Service Desk and feel like you\'re part of something bigger. Department Description The Technology Service Desk provides main day-to-day interface between Technology and their clients, both internal and external and is responsible for creating a good image about the quality and availability of IT services. The Service Desk is required to represent the end users\' interests to Technology teams. Purpose of the Role To provide a a single point of contact (SPOC) between employees and Technology. The purpose of a service desk is to ensure that users receive appropriate help in a timely manner. Key Responsibilities Respond quickly to all service requests and incidents. Manage incidents and service requests reported over the phone,chat, employee self-service tickets or e-mails: Recording, classifying and maintaining the integrity of data within the incident and service request recording system - ServiceNow. Online diagnosis and investigation via remote access applications and providing quality information, providing solution and routing requests or issues to the appropriate support teams, as required. Assessing the impact and risk of incidents and timely escalation. Handling customer queries and resolving incidents which are within the scope of Service Desk using remote access software. Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed. Provide technical support for VPN related queries and issues. Manage IT requests submitted by customers - initial review and evaluation of the request, allocation to the appropriate service provider, review of progress of the request and communication to customers. Relay information updates on IT service disruptions / outages to customers. Provide management information and reports on IT service trends. Constantly work towards technical skills enhancement and always work as a team player. Experience and Qualifications Required Around 2-3 years of experience in similar kind of support role. Good knowledge of Windows 10 OS, Office applications and virtual desktop interface. Strong knowledge on VPN connectivity related issues Familiar with Outlook 2010/2016, SharePoint 2010/2013 and other Microsoft applications for desktops and mobile devices. Working knowledge of Intranet and Internet applications. Knowledge of AS400 Client Access Citrix ICA client experience Knowledge of Cloud Computing, Office 365 ITIL foundation certificate (added advantage, not mandatory). Business / Interpersonal Skills Good listening skills Flexible to work in shifts to cover multiple time zones. Fluent in English with excellent verbal and written communication skills. Ability to multi-task, prioritise workload and work under pressure. Ability to adapt to continuously changing procedures and environment. Organised with good attention to detail. A positive \'can do - will do\' attitude is essential. Team player with strong inter-personal skills. Mandarin/Japanese language skill would be an added advantage. Feel rewarded For starters, we\'ll offer you a comprehensive benefits package. We\'ll value your wellbeing and support your development. And we\'ll be as flexible as we can about where and when you work - finding a balance that works for all of us. It\'s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.

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