The aim of Infrastructure is to deliver a globally consistent operational model with consolidated toolsets and compliant processes across Markit. Infrastructure will be organized on a Global, Regional and Local basis with the appropriate capabilities in each area to meet the business needs and drive the most efficient organization. The Markit Service Desk currently comprises of 45 members worldwide, directly supporting 15 Global locations with implicit or remote support for a further 10 sites for a total of more than 3500 end users.
The iT1 Service Desk is based of India supporting 24×7 globally. The team is highly technical and act as the main point of contact between Markit users and the Infrastructure team as a whole.
Interaction between multi-disciplined teams around the globe occurs on a daily basis (Windows, Unix, Networks, Databases and Security) so there is plenty of scope to enhance knowledge in these areas alongside accomplished experts.
Position summary
As Service Desk Engineer you will act as the first point of contact for all technical/non-technical/process related issues and faults reported. The primary objective of the role is to provide first time resolution. This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve. Throughout this process you will remain the single point of contact with the end users, maintaining ownership of the original fault and acting as the main point of contact, ensuring the fault is given the correct level of priority and attention. This is a demanding support position which calls for excellent customer service skills, the ability to articulate solutions clearly and confidently to end users and a high degree of technical knowledge across a broad range of technologies and products.
Duties & accountabilities
Participate in a shift-based centralized Tier 1 offering, providing 24 x 7 coverage.
Dealing with incoming faults in a professional, courteous manner over the phone and via email.
Taking ownership of faults and managing them in a logical and methodical manner
Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
Conducting full and through diagnostics with end users to enable first point of contact fault resolution
Ensuring all faults are progressed & cleared within SLA – escalating to other internal and external teams as appropriate
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
Diagnosing and resolving problems to the customers satisfaction
Maintain and develop own knowledge and skills to assist with first time fault resolution.
Prioritize and work through issues received via ticket system, telephone in a professional timely manner.
Classify and escalate issues as appropriate and according to SLA
Carry out standard administrative duties (e.g. Joiner creation)
Participate in standard procedure creation and maintenance, contribute to knowledge base.
Business competencies
Bachelor’s Degree in Computer or Information Science & One year of satisfactory work exp. on an IT Help Desk/User Support environment.
Relevant Help Desk Agent Certification/Training (A+, MSDT, MCSE, MCP etc.)
Troubleshooting knowledge of Windows Server (Active Directory), Exchange, Blackberry Handhelds, Printer, VPN and Remote Access.
Working knowledge of Enterprise Class Ticketing Systems (JIRA, Remedy, Service Now etc.)
Good to have –
o ITIL foundation holder (v.2 or v.3) or ITIL Service Desk and Incident management process awareness.
o Exposure to Financial environment advantageous.
o Basic Networking knowledge advantageous
o Experience in Identity & Access Management (Account Creation/Deletion process)
Personal competencies
Polite and professional in the face of a demanding and expanding business environment, highly customer focused and business aware.
Eagerness and ability to learn new skills.
The desire and ability to work independently and to own issues through to resolution.
Analytical and problem solving skills
Willing to work in 24×7 environment.
Excellent communication skills mandatory – Written and Verbal.
Identify recurring issues and document for knowledgebase purposes essential.
The ability to share workload and act as part of a service team is essential.
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Equal Opportunity Employer:
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: [email protected] and your request will be forwarded to the appropriate person.
US Candidates Only:
The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.
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