ColgatePalmolive Looking for IT Support – Specialist / Sr. Specialist at Mumbai, Maharashtra Full Time

Relocation Assistance Offered Within Country

# 145245 – Mumbai, Maharashtra, India

About Colgate-Palmolive

Do you want to come to work with a smile and leave with one as well? In between those smiles, your day consists of working in a global organization, continually learning and collaborating, having stimulating discussions, and making impactful contributions!

If this is how you see your career, Colgate is the place to be!

Our conscientious household brands, dedicated employees, and sustainability commitments make us a company passionate about building a future to smile about for our employees, consumers, and surrounding communities. The pride in our brand brings a workplace that encourages creative thinking, champions experimentation, and promotes authenticity which has weighed into our enduring success.

If you want to work for a company that lives by their values, then give your career a reason to smile…every single day.

The Experience:
In today’s multifaceted technology environment, it is an exciting time to be a part of the information technology team at Colgate. Our highly technical and innovative team is dedicated to driving growth for Colgate Palmolive in this ever-changing landscape.

What role will you play as a member of the Colgate’s Team for this position?

The candidate is a technical expert and is responsible for assisting first level IT support for Colgate users and partners across the globe.

The person will be required to collaborate with business teams / functional teams and IT counterparts for daily support incidents and project activities in different business areas across all geographies.

Who are you…

You are an Technology Specialist –

GITSC specialist responsibility to manage floor operations during designated shift (ensure all calls/chats/tickets are handled and addressed on time). Manage break schedules of team members.

Perform Queue monitoring and ensure all etickets are assigned to available agents each day

Works closely with Global IT Service Center TL/Manager on any issues or concerns relating to service center personnel or business processes

Perform QA evaluation for assigned resources and work collaboratively with Knowledge Management to ensure quality control measurements are effective, and notate any areas for improvement for first level support

Assist L1 analysts on complex issues where additional help is required

You exhibit personal leadership-

Thorough understanding of GITSC support processes and procedures

Demonstrate superb customer service skills

Identifies, creates, investigates and researches agent questions and problems as well as isolating and resolving information systems problems by effectively using Knowledge management tool

Manage service center activities such as self-service queue, calls and follow ups on time.

Give and seek feedback in an open, constructive and timely manner at all levels.

You are a collaborator-

Collaborate and follow up with other support functions within GIT to resolve business users issues on time.

Lead and/or participate in key projects and initiatives as per assignment.

Recommends system or process improvements, including procedures, training, and enhanced documentation to the knowledge management team.

Assist on determining recurring incidents descriptions/resolutions

Gaining a clear understanding of the root cause and working with relevant stakeholders to provide fix

What you’ll need…(Required)

Prior experience supporting Infrastructure related issues like hardware, software, basic network issues, Active directory etc

Experience providing assistance to first level IT support helping Global customers/users

Strong written and verbal communication skills in English

Ability to handle multiple customer requests simultaneously and prioritize daily workloads

Ability to identify, analyze, and resolve problems logically

Ability to troubleshoot and identify root cause

Should be flexible and adaptable to new technologies

What you’ll need…(Preferred)

Prior experience working with different CRM tools like freshservice, ServiceNow

Exposure to Service center Knowledge management tools and processes

Exposure to Service center reporting and analytics

Equal Opportunity Employer

Colgate is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status (United States positions), or any other characteristic protected by law.

Are you interested in working for Colgate-Palmolive? You can apply online and attach all relevant documents such as a cover letter and resume or CV. Applications received by e-mail are not considered in the selection process. Become part of our team. We look forward to your application.

Colgate-Palmolive is a leading global consumer products company, tightly focused on Oral Care, Personal Care, Home Care and Pet Nutrition. Colgate sells its products in over 200 countries and territories around the world under such internationally recognized brand names as Colgate, Palmolive, elmex, Tom’s of Maine, Sorriso, Speed Stick, Lady Speed Stick, Softsoap, Irish Spring, Protex, Sanex, Elta MD, PCA Skin, Ajax, Axion, Fabuloso, Soupline and Suavitel, as well as Hill’s Science Diet and Hill’s Prescription Diet.

For more information about Colgate’s global business, visit the Company’s web site at http://www.colgatepalmolive.com. To learn more about Colgate Bright Smiles, Bright Futures® oral health education program, please visit http://www.colgatebsbf.com. To learn more about Hill’s and the Hill’s Food, Shelter & Love program please visit http://www.hillspet.com. To learn more about Tom’s of Maine please visit http://www.tomsofmaine.com.

Reasonable accommodation during the application process is available for persons with disabilities. Please contact [email protected] with the subject “Accommodation Request” should you require accommodation.