Wood Mackenzie Looking for Service Desk Specialist at Hyderabad, Telangana Full Time

Company Description

Wood Mackenzie are the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have been providing the quality data, analytics, and insights our customers rely on to inspire their decision making.

Our dedicated oil, gas & LNG, power & renewables, chemicals, metals & mining sector teams are located around the world and deliver a variety of projects based on our assessment and valuation of thousands of individual assets, companies, and economic indicators such as market supply, demand, and price trends.

We have over 1,900 employees in 30 locations, serving customers in nearly 80 countries. Together, we inspire and innovate the markets we serve – providing invaluable intelligence to help our customers overcome the toughest challenges, and make strategic decisions that will, ultimately, accelerate the world’s transition to a more sustainable future.

WoodMac.com

Wood Mackenzie brand video

Job Description

You will be responsible for providing first and second level desktop and application support to Wood Mackenzie employees ensuring a high quality, professional service is delivered. You will collaborate across time zones with team members in the USA, UK, EU, and Asia to solve issues and implement new systems. You will help deploy new hardware, software and manage application updates, as well applying security configurations.

This is a demanding role. The successful applicant will be required to work independently, manage a high volume of requests and prioritise their workload effectively, often working to tight deadlines.

The Service Desk operates through core hours on business days and the successful applicant will need to demonstrate some flexibility in their working hours to meet this requirement.

Main Responsibilities

Act as country lead for the provision of IT Service across multiple offices

Manager in country partners and suppliers

Mentor junior members of staff

Act as a single point of contact for all incoming calls, emails, chat and self-service portal from customers regarding IT issues and queries

Work with the IT Service Management team to ensure customers are properly managed and supported

Providing expertise and recommendations for major incidents and their analysis

1st line support – troubleshooting IT relating problems for the firm’s core systems ensuring issues are logged with the required information

Ensure all calls and emails are logged and managed within the firm’s service management system

Keep customers updated on outstanding tickets

Take responsibility for calls and see them through to completion

Providing remote and in person support for local office and beyond

Qualifications

Your real passion is problem solving and customer service

Customer service orientation

Capability to work independently and manage priorities

Experience in a technical support role

Confident with a range of workplace technology to support needs of growing office

Experience of supporting Windows 10, MacOS and Office 365

Ability to work with management tools including Autopilot, JAMF and InTune to manage global workplace

#LI-RO3

Additional Information

Wood Mackenzie is a place where we are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment which encourages diversity and fosters a sense of belonging.

Wood Mackenzie values everyone’s contribution and helps them reach their full potential while sustaining an organisational culture of health and well-being.

Our core values are:
Inclusive – we succeed together

Trusting – we choose to trust each other

Customer committed – we put customers at the heart of our decisions

Future Focused – we accelerate change

Curious – we turn knowledge into action

We understand the importance of bringing your whole self to work and to achieving balance between work, family and other life commitments. We are open to considering flexible working arrangements to enable the greatest spectrum of talent to contribute to Wood Mackenzie’s success.

Hear what our team has to say about working with us: https://www.woodmac.com/careers/our-people/

WoodMackenzie takes your data privacy seriously, please click here to view our privacy notices: Candidate Privacy Notice | Wood Mackenzie | Wood Mackenzie / Candidate Notice – California