At Kroll, your work will help deliver clarity to our clients’ most complex governance, risk, and transparency challenges. Apply now to join One team, One Kroll.
Ensuring that all processes used by the service desk are thoroughly documented, and regularly improved and updated.
Driving the productivity and performance metrics to be the best in standard
SLA adherence for all the tickets raised by the organization employee
Driving process and schedule adherence for optimum coverage of support hours
Driving ITIL standards for all the support tickets
Driving the process and policies as set by the organization
A thorough understanding of the goals for the service desk and the ability to set the long-term direction of the team.
Strong communication skills, including the ability to collaborate and coordinate with other support groups.
Lead, Initiate and complete onboarding and offboarding activities for all new hires and exits
Coordinate with procurement team and work with the vendor for timely organizing delivery of IT assets
Tracking and analyzing of day to day tickets created by team members and driving towards resolution
Participate in office setup, office move, office decommission activities
Requirements:
Strong experience with working in Global technical support environment
Preferred knowledge of troubleshooting application issue, isolating and mentoring the team for resolution, escalation process
Ability to Scale up knowledge with the latest policies and process
Lead and provide desktop/laptop break/fix/maintenance support
Assist in procurement of IT hardware as per the standard configuration and if required liaise with the procurement team
Work with the team to provide support to growing mobility platform (iOS, Android and Windows based platform)
Act as local point-of-contact to Kroll offices for administration and maintenance of laptops/desktops, backup routine and network OS software, as needed
Excellent technical and communication skills
Hands on with troubleshooting issue related to Active Directory, networking and Exchange
Experience with end user support environment
Candidates must have minimum of 5 years of experience in IT Service Desk support environment
Ability and willingness to work in a 24*7*365 environment
Active interest and passion for IT, besides regular office hours
Experience with creating standards and documentation in terms of day to day operations
Ability to manage confidential, sensitive information
Qualifications:
Degree/Master’s in technical education preferred
Proficiency in English and other languages preferred.
An ITIL qualification is preferable but not essential
Knowledge and experience with Active Directory, networking, and Exchange
Previous experience in an Information Technology function
Around 5 years extensive experience of working in technical Service desk support environment
Ability to drive customer support experience
Ability to communicate and to interact effectively with co-workers and customers when required.
Experience of working in an ITIL based Service Desk
Active interest and passion for IT, besides regular office hours
Experience of liaising with vendor for IT procurement
Knowledge of driving day to day operations in technical support environment
In order to be considered for a position, you must formally apply via careers.kroll.com
Kroll is committed to equal opportunity and diversity, and recruits people based on merit.
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