JOB OPPORTUNITY/DESCRIPTION
TITLE:
Service Desk Support Specialist
REPORTS TO:
Neelam Kashyap
DEPARTMENT:
Information Services
LOCATION:
Bangalore
JOB SUMMARY:
The Service Desk Support Specialist supports Polaris worldwide IT operations, providing first line support of Polaris users with exceptional and professional customer service. This position is to provide technical support for employees and system generated Service Desk submissions, including documenting procedures and managing incidents to resolution or escalation to a more senior team member.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Provide clear, concise customer service in both phone-based, verbal communication and written, email communication in English
Troubleshoot, diagnose, and resolve issues following standard operating procedures and using knowledge support tools
Resolve or escalate service desk submissions using a repository of pre-defined knowledge base (kb) articles
Collaborate effectively with other service desk team members located across the globe
Deliver support of Windows based operating systems and Microsoft Office applications as well as other out of the box and developed software packages
Administration of Account Management activities within Active Directory, IBMi, and other systems
Support critical systems through monitoring and responding to alerts on the IBMi platform
Meet all defined metric benchmarks to ensure quality of resolution and customer satisfaction
SKILLS, KNOWLEDGE & EDUCATION:
Self-motivated, with the ability to work independently and/or collaboratively with remote peers
Excellent communication and customer service skills required
General or intermediate knowledge of Windows 7 and Windows 10
Intermediate experience with Windows based applications such as Microsoft Office suite
Understanding and experience of large computing systems such as IBMi (AS400) required
Experience in server alert monitoring and response
Previous experience supporting a manufacturing environment preferred
Experience using ServiceNow or other similar issue tracking system preferred
2-year technical degree or equivalent experience required
Min 3 years’ experience working in a corporate service desk setting preferred
Understanding of SLA and ITIL framework
Should be available to work in night shifts
WORKING CONDITIONS:
Standard office environment and/or manufacturing (factory) environment
Occasional travel may be required
24/7 rotational shift working
We are an ambitious, resourceful, and driven workforce, which empowers us to THINK OUTSIDE. Apply today!
About Polaris
As the global leader in Powersports, Polaris Inc. (NYSE: PII) pioneers product breakthroughs and enriching experiences and services that have invited people to discover the joy of being outdoors since our founding in 1954. With annual 2021 sales of $8.2 billion, Polaris’ high-quality product line-up includes the Polaris RANGER®, RZR® and Polaris GENERAL™ side-by-side off-road vehicles; Sportsman® all-terrain off-road vehicles; Indian Motorcycle® midsize and heavyweight motorcycles; Slingshot® moto-roadsters; snowmobiles; and deck, cruiser and pontoon boats, including industry-leading Bennington pontoons. Polaris enhances the riding experience with parts, garments, and accessories, along with a growing aftermarket portfolio. Polaris’ presence in adjacent markets includes military and commercial off-road vehicles, quadricycles, and electric vehicles. Proudly headquartered in Minnesota, Polaris serves more than 100 countries across the globe.
EEO Statement
Polaris is an Equal Opportunity Employer and will make all employment-related decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, marital status, familial status, status with regard to public assistance, membership or activity in a local commission, protected veteran status, or any other status protected by applicable law.
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