Associate IT GS Global Support L2 Job Vacancy in Re:Sources India Gurgaon, Haryana – Updated today
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Company Name : Re:Sources India
Location : Gurgaon, Haryana
Position :
Job Description : Company Description
Re:Sources is the backbone of Publicis Groupe, the world’s third-largest communications group. Formed in 1998 as a small team to service a few Publicis Groupe firms, Re:Sources has grown to 4,000+ people servicing a global network of prestigious advertising, public relations, media, healthcare and digital marketing agencies. We provide technology solutions and business services including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management to help Publicis Groupe agencies do what they do best: create and innovate for their clients.
In addition to providing essential, everyday services to our agencies, Re:Sources develops and implements platforms, applications and tools to enhance productivity, encourage collaboration and enable professional and personal development. We continually transform to keep pace with our ever-changing communications industry and thrive on a spirit of innovation felt around the globe. With our support, Publicis Groupe agencies continue to create and deliver award-winning campaigns for their clients.
Job Description
The IT Service Desk Analyst will provide first line technical support to internal staff across geographies. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.
Responsibilities
Act as a single point of contact for IT support and responsible to provide end-to-end resolution.Ability to understand the challenge and have the visibility across functional teams and their POCs to coordinate and resolve the issue on priority.Reassignment count to kept as low as possible and ensure only hardware dependent requests are routed ahead.Responding to client support requests. Attend phone calls, emails and tickets generated via internal tool from staff regarding IT issues and queries.1st line support – troubleshooting of IT related problems from in-house software and applications, such as Laptops, Desktop, applications like Oracle, time tracking and Printers etc.Troubleshooting on Microsoft and IOS platforms.Mail server knowledge to create Distribution lists etc.Managing incidents including business expectations and communication.Receiving, logging and managing calls from internal staff via telephone and email.Maintaining an Asset Database and track changes for softwares installed.Troubleshoot network issues such as IP conflict.Log all calls in the Service Desk Call Logging system.To maintain a high degree of customer service for all support queries and adhere to all service management principles
Qualifications
Should have of either professional certifications – ITIL foundation / Microsoft (MCA, MCSA, MCSD) / Azure or AWS.B.Tech or other graduation in Information and technology degree is mandatory
Additional Information
Requirements
Excellent communication skills and telephone manner.Willingness to work in 24/7 environment, with 60% or more being night shifts.Excellent organizational skills.Three to Four years previous IT Service Desk and/or Technical Call Centre experience required.Management experience – Managing incidents including business expectations and communication.Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2007Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
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