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IT 2nd Line Service Desk Technician (Associate Level)

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ERM: Environmental Resources Management

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Software Engineering
    IT & Cybersecurity
  • Delhi
  • Quick Apply

AI generated summary

  • You should prioritize and multitask well, possess excellent communication skills, work independently or in teams, share knowledge, and be adaptable with a positive attitude and proactive problem-solving drive.
  • You will provide 2nd line support, manage incidents and requests, maintain user accounts, troubleshoot issues, ensure compliance with ITIL, and enhance service quality while adhering to SLAs.

Requirements

  • The position requires someone who is good at prioritizing, multitasking, and passionate about fulfilling the demand.
  • Excellent communication skills-written and verbal (technical & non-technical team members, users, and business representatives of all levels)
  • Seeks ideas and inputs of colleagues to make best use of team expertise and improve team performance.
  • Freely shares knowledge and findings with others
  • Ability to work unsupervised, in teams and stand alone
  • Determination and motivation to succeed.
  • Has the drive and commitment to see to completion activities.
  • Enthusiastic, with a positive 'can-do' attitude
  • Identify issues and takes a proactive approach to dealing with them.
  • Ability to effectively prioritize and execute multiple competitor work streams in a high-pressure environment
  • Flexible and adaptable in looks to learning and understanding new technologies

Responsibilities

  • Provide effective and efficient support to our users while logging this information in our Service Desk management tool
  • Establish and support workload against the defined SLA matrix schedule
  • Follow Incident and request fulfilment lifecycle processes
  • Record, track, and document the lifecycle of an incident or request, including all successful and unsuccessful troubleshooting steps, and actions taken, through to final resolution
  • Performing preventative maintenance (CSI) by analyzing and trending ticketing statistics
  • Test fixes to ensure request has been adequately resolved
  • Perform post-resolution follow ups to help requests
  • Field incoming requests from users via phone, e-mail, face to face and ITSM tool set in a courteous manner
  • Convey troubleshooting and resolution details in a way is ready to non-technical members of ERM
  • Ensure that ERM IT policies and procedures and best practices are implemented and adhered to, particularly our Request and Incident Management procedures (based on the ITIL standard)
  • Ensure that all calls from and are dealt with in a timely and efficient manner
  • Whilst providing excellent Customer Service
  • Develop solutions and knowledge articles for end users Self Service Portal, Intranet portals and department knowledge base
  • Deliver results against set individual and team KPIs
  • Administer and maintain end user accounts, permissions, and access rights
  • Administer and maintain application content
  • Managing purchases, including raising P/O's and other capital expenditure requests following our Purchase and Asset Management Process
  • Deploy and maintain Hardware and Software inventory
  • Complete equipment, hardware and software purchase, installation, upgrade and removal requests
  • Manage and maintain ERM’s Asset Management database entries in line with our Asset Management Policy
  • Provide 2nd line support to ERM’s hardware and software estate to include fulfilling requests, resolving incidents, managing versioning and liaising with vendors across both on prem and Saas solutions
  • Provide 2nd line support to ERM’s software estate to include fulfilling requests, resolving incidents, managing versioning and liaising with vendors across both on-prem and SaaS solutions
  • Performing preventative maintenance
  • Predict potential problems for escalation
  • Ensure that Technology policies and procedures and best practices are implemented and adhered to
  • Follow best practices across Incident Lifecycle (Escalation, Problem Management, Change Management, Purchasing etc.)
  • Resolve Requests within agreed SLA's
  • Enable fixes and workarounds to get staff back to working state
  • Explore opportunities to improve the quality of support given to customers and service stability

FAQs

What is the job title for this position?

The job title is IT 2nd Line Service Desk Technician (Associate Level).

Where is the position based?

The position is based in ERM's New Delhi office.

What are the working hours for this role?

The working hours for this role are fixed from 7:30am to 4:00pm IST.

Who will I be supporting in this role?

You will be supporting ERM employees globally across a range of different time zones.

Is previous experience required for this role?

While specific experience requirements are not detailed, prior experience in IT support or a related field is typically expected for a 2nd line technician role.

What will be my main responsibilities in this position?

Your main responsibilities will include providing end user support, managing incidents and service requests, hardware and software asset management, and collaborating with the Global IT teams on projects.

Will I be required to work in a team?

Yes, the role is very team-oriented and collaboration with colleagues is important to improve team performance and support.

What is the expected approach toward customer service in this role?

The role requires a high degree of customer service, ensuring queries are responded to and resolved as quickly as possible while adhering to service levels and managing expectations.

Are there opportunities for career development in this role?

Yes, ERM values the development and rewards of its employees, and there are opportunities for growth within the organization.

What kind of qualifications or skills should I have for this position?

You should possess excellent communication skills, teamwork capabilities, motivation, a positive attitude, analytical problem-solving skills, and flexibility in learning new technologies.

Does ERM have a diversity and inclusion policy?

Yes, ERM is committed to being an Equal Employment Opportunity employer and does not discriminate based on various factors such as race, religion, or gender identity.

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ERM: Environmental Resources Management

The business of sustainability

Consulting
Industry
5001-10,000
Employees

Mission & Purpose

At ERM, sustainability is our business. As the largest pure-play sustainability consultancy, we partner with the world’s leading organizations, creating innovative solutions to sustainability challenges and unlocking commercial opportunities that meet the needs of today while preserving opportunity for future generations. Our clients are at the center of everything we do – whether building business resilience, supporting their transition to a low-carbon future, or enabling progress on environmental, social and governance (ESG) priorities. Our diverse team of world-class experts supports clients across the breadth of their organizations to operationalize sustainability, underpinned by our deep technical expertise in addressing their environmental, health, safety, risk and social issues. We call this capability our “boots to boardroom” approach for its comprehensive service model that allows ERM to develop strategic and technical solutions that advance objectives on the ground or at the executive level. Together with the world’s leading organizations, we are shaping a more sustainable future.