Konica Minolta Looking for IT Service Desk Analyst at Borivali, Mumbai, Maharashtra Full Time

Job Title: Service Desk Analyst

Department: IT

Location: M Mumbai

Reporting to: Saif Khavra

No. of Direct Reports: 0

Job Description – Service Desk Analyst

About Us

We are Indicia Worldwide. We are a data-led communications agency with global production reach, and we create new value at every step of the journey that some of the world’s biggest brands take to market.

Indicia Worldwide is the product of three successful businesses, brought together by our parent company Konica
Minolta in 2017. Our vision is to create new value across the remit of marketing for our clients, with a vision to become a disruptive force in marketing communications as an end-to-end solution provider for global brands.

How do we do that?

– By being more efficient – using data, technology and global production capabilities to deliver brands’ messages at scale and speed.

– And by being more effective – using data and human insights to create mutually rewarding experiences for consumers and brands.

We are a global end-to-end marketing agency with more than 700 people, located all over the world. Our clients believe in what we do because our people love solving client problems. We are agile, flexible, and fun to be around too!

Working for Indicia Worldwide is fast paced, rewarding and thought-provoking. Our people create new value for our clients. It is an inspiring purpose – and Indicia Worldwide people are an inspired bunch! Check our social feeds for an insight into what it’s like to work at Indicia Worldwide…

We are an equal opportunities employer and as such, will make any reasonable adjustments to accommodate the needs of all candidates. If you have any such needs or requirements in the context of your interview, please notify us so that we can make the appropriate arrangements.

About the Team

Summary:

• The Global ServiceDesk team provides excellent IT support for all business users within Indicia Worldwide and the team is made up of 6 ServiceDesk analyst which includes 1 Team Leader.
• The Global ServiceDesk currently supports more than 700 users and its business services 24 hours a day 5 days a week (Soon to be 24×7).
• As we have users located across the globe, we operate a varied shift pattern to ensure that we provide full support to our business users.

Purpose of the Role

• First point of contact for all global service functions through phone, email, and service desk.
• To provide great customer excellence and support to multiple business areas of our global Indicia Worldwide users within the role of Service Desk analyst.

Key Responsibilities

• Maintain control of the Global Service Desk by prioritizing, resolving, and reassigning tickets as soon as possible after they are logged.
• Working for multiple business areas, such as IT, Application Support, Facilities, Travel, etc.
• Follow and adhere to the Global Incident management guidelines.
• Take ownership of tickets and ensure prompt and satisfactory resolution with minimal commercial impact, collaboration and sharing with other members of the team as required.
• Take part in 24×5 Global Support shift availability to ensure all our Global international users are looked after during their working hours using a follow the sun approach.
• Ensuring the on and off boarding of users is managed in line with the agreed process flow and time scales.
• Set up all new equipment as a global function relaying to the regional support where required.
• Installation of software on machines.
• Prioritise support tickets to ensure that business affecting issues are dealt in line with SLAs.
• Always provide efficient customer service.
• Escalating issues to guarantee that problems are resolved within SLAs.
• Ensure you build a strong relationship with all areas of our business areas to provide an excellent service and strengthen the vision of the Global Service Desk Team.
• Positively representing the Service Desk and the company through direct contact with internal customers and suppliers.
• Contact through face to face, telephone, emails, and support tickets.
• Direct contact with clients and suppliers for all Service desk functions.
• Regular 1 to 1’s with department head to cascade priority information and maintain a high level of service.

Key Skills, Knowledge and Experience

• Previous Service Desk/Help Desk experience (Desirable)
• ITIL knowledge (Desirable)
• Customer Service
• Relationship building
• Organisation skills
• Task completer
• Ability to prioritise
• Ability to troubleshoot / diagnose
• Excellent core Microsoft computer skills including Excel
• Ability to communicate effectively
• Flexibility for 24-hour shift work.
• Service driven.

Additional Information

• Based in the office in Mumbai, India supporting global business in its entirety for

Indicia Worldwide.

• Flexible with Work from Home (During Covid19 Lockdown).

Org Char t

Thank You

Job Type: Full-time

Salary: ₹538,000.00 per year

Benefits:

• Health insurance
• Internet reimbursement
• Paid sick time
• Work from home

Schedule:

• Monday to Friday
• Rotational shift

COVID-19 considerations:
All the Employees have been strictly instructed to vaccinate them self and use hand sanitizers and wear masks while in the office at the guided distance.

Ability to commute/relocate:

• Borivali, Mumbai, Maharashtra, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Technical Support Occupations: 2 years (Preferred)