Harman International Looking for Engineer-IT at Bengaluru, Karnataka Full Time

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

Provide IT Service Desk Services on a 24x7x365 basis to all Harman Authorized Users through Telephone and Web ticketing tools

Provide IT Service Desk Services in English, German, Chinese and Russian languages.

Validate End Users’ entitlement to Services.

Provide Authorized Users the ability to submit Incident and/or Service Requests via web interface and telephone call

Provide password reset support for the applications integrated with AD account

Log and dispatch or transfer tickets, as appropriate.

Prioritize Incidents in accordance with the Severity Levels, or as directed by Harman.

Perform Incident analysis, including identification of the source of the Incident and the level of support required to resolve such Incident.

Utilize knowledge articles to provide consistent support.

Resolve the Incident with Level 1 Support.

Identify and propose opportunities to move Level 2 and Level 3 Support efforts to Level 1 Support.

Route tickets requiring Level 2 and Level 3 Support to the appropriate support group for resolution.

Dispatch or arrange for Level 2 Support, Level 3 Support or on-site support, if required, for Incident determination and/or resolution.

Provide special handling procedures for VIP contacts with Harman assistance and provide monthly report on VIP tickets

Provide ticket status as requested by an Authorized User.

Using the information contained in the monthly Reports, provide information to Harman on ticket trends and make recommendations where appropriate.

Report on Service Desk management statistics including, wait time, abandon rate, misroute and call volumes.

Act as the SPOC for all service requests and incidents for all Authorized Users

Perform user entitlement of the caller prior to exercising any security related functions as per SOPs defined

Approve user entitlement process for any password reset procedures or any other security related functions

Service Desk shall keep service request in resolve state after fulfilling the request and ticket can be reopen by user within 3 Business Days

Perform password reset functions for those applications for which the service has been defined and implemented by Harman

Validate end user contact information and location when speaking to user and update ticket accordingly

HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. (www.harman.com)