Technical Specialist - Service Desk

Zoek Pin Greater Noida, Gautam Buddha Nagar, Uttar Pradesh


Permanent (Full time)

Posted 44 days ago

Department DescriptionThe Technology Service Desk provides main day-to-day interface between Technology and their clients, both internal and external (BSL, FFB), 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 of the RoleA service desk professional is someone that balances customer service skills with technical competency to assistant internal employees or external clients with computer or technological issues or requests (via calls, employee self-service tickets, chats and e-mails). Service desk professionals support business or technology customers by helping them work through technology or service problems at home or work by use of appropriate remote access tools / software packages to achieve the maximum possible first-time resolution rate. Key ResponsibilitiesThe job requires the candidate to work in rotating shifts covering European and India business candidate is expected to display professional ethics in his/her approach to work and exhibit a high-level ownership within a demanding working should be able to take accountability of BAU operations (SLAs and other KPIs such as First Contact Resolution for various channels such as Calls, emails, chats and self-service regular assessment of operational stability and efficiency, doing gap analysis in the current process to achieve future incidents and service requests reported over the phone, employee self-service tickets, chats and e-mails:Recording, classifying and maintaining the integrity of data within the incident and service request recording system, Service- diagnosis and investigation via remote access applications and providing quality information, providing solution and routing requests or issues to the appropriate support teams, as the impact and risk of incidents and timely customer queries and resolving incidents which are within the scope of service desk using remote access basic user administration support . network password re-sets, application password reset and password reset of CryptoCard information updates on IT service disruptions / outages to Technology to the user community to drive adoption of emerging solutionsEmploy a proactive and energetic approach to both personal assignments and Team collaborationWork without supervision to achieve agreed targets and specialist technical as an informal or formal point of reference for technical skills within participate as a team member – share with colleagues knowledge, skills and experience of process, product, standards and at a departmental levelProvide a high level of customer service in all user interactionsExperience and Qualifications RequiredAround 5-6 years of experience in similar kind of support ability in initiating and driving service improvement and strategic initiativesKnowledge and understanding of industry standards for managing Service Desk operationsManaging, developing and training service desk team (Mentoring)Coordinating and managing all relevant stakeholders including VIP customersIT experience, with proven technical support experienceGood experience of Mobile technology, mobile devices OS iOS/Android and managing Multi-Factor AuthenticationStrong knowledge of Exchange Online, Outlook 2016, MS Teams and knowledge of desktop environments Windows 10 - Wyse / Citrix / Virtual Desktop as well as physicalMS Office and advanced MS software support (Office 365 desirable)Packaged application delivery - SCCM knowledge advantageousGood knowledge of voice / network architecturesReuters / Bloomberg experienceIndustry Recognised Qualifications – MCDST, MCSEITIL foundation qualifiedExcellent customer-service focus, with a positive, ‘’can do’’ attitudeInitiative taker, results drivenAble to work under pressure and on tight deadlinesOrganised with good attention to detailAnalytical and problem solving skillsExcellent communicatorFlexible team player, comfortable in a multi-national environmentConsistently maintains the Fidelity Core valuesFidelity International offers investment solutions and services and retirement expertise to more than million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $ billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private Workplace & Personal Financial Health business provides individuals, advisers and employers with access to world-class investment choices, third-party solutions, administration services and pension guidance. Together with our Investment Solutions & Services business, we invest $471 billion on behalf of our clients. By combining our asset management expertise with our solutions for workplace and personal investing, we work together to build better financial clients come from all walks of life and so do we. We are proud of our inclusive culture and encourage applications from the widest mix of talent, whatever your age, gender, ethnicity, sexual orientation, gender identity, social background and a flexible employer, we trust our people to perform their role in the way that works best for them, our clients and our business. We are a disability-friendly company and would welcome a conversation with you if you feel you might benefit from any reasonable adjustments to perform to the best of your ability during the recruitment process and beyond. Data as at 30 September 2020. Read more at

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