IT-Service Desk Engineer

Azelis Holding S.A.; Navi Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Azelis is a leading global innovation service provider in life sciences and industrial chemicals. We are seeking an IT support professional in Navi Mumbai to manage first-line support and user assistance, ensuring seamless operations and timely resolution of issues.

You will execute daily IT support tasks, handle password resets, configure access, and contribute to service quality. The role emphasizes collaboration with the IT organization to improve processes and promote self-service resources.

Responsibilities

• Execute the daily operations of first line IT support per procedures and work instructions.
• Ensure service quality and measure SLAs by keeping a ticket for every intervention.
• Provide first line IT support for front-office activities (call, chat, etc.) with analysis, resolution, and clear end-user communication.
• Resolve standard requests such as password resets and configuring access rights to IT systems.
• Deliver basic functional support on business systems such as O365, ERP, CRM, BI.
• Investigate correlations between issues to ensure proper urgency, impact, and coordination.
• Troubleshoot complex issues prior to handover to second line support.
• Continuously improve IT service delivery with the corporate IT Service Coordinator, optimizing processes and tooling.
• Proactively develop end-user documentation or self-service options and act as ambassador of the IT community.

Job description

Main accountabilities

• Execute the daily operations of first line IT support, according to procedures and work instructions for support activities
• Ensure overall service quality and service levels can be measured by making sure a ticket of every support intervention is available.
• Actively support our business by providing first line IT support: Front-office activities (call, chat, …) including analysis, resolution and clear communication to end-users
• Resolve standard requests such as password resets, configuration of access rights to IT systems, …
• Deliver basic functional support on business systems such as O365, ERP, CRM, BI, ..
• Investigate and analyse correlation between individual issues in order to assure correct urgency, impact and associated coordination is established
• Troubleshoot complex issues prior to handover to 2nd line support
• Continuously improve the IT service delivery in close collaboration with the corporate IT Service Coordinator both in terms of optimizing the end-2-end support processes as optimizing the tooling
• Proactively develop and promote end-user documentation or self-service options towards end-users
• You are the ambassador of a larger IT community

Azelis is a leading global innovation service provider in the specialty chemical and food ingredients industry, present in 63 countries across the globe with over 3,800 employees. Our knowledgeable teams of industry, market and technical experts are each dedicated to a specific market within Life Sciences and Industrial Chemicals. We offer a lateral value chain of complementary products to more than 59,000 customers, supported by +2,700 principal relationships, creating a turnover of €4.1 billion (2022). Azelis Group NV is listed on Euronext Brussels under ticker AZE. Across our extensive network of more than 60 application laboratories, our award-winning staff help develop formulations and provide technical guidance throughout the customers’ product development process. We combine a global market reach with a local footprint to offer a reliable, integrated, and unique digital service to local customers and attractive -business opportunities to principals. Top industry-rated by Sustainalytics, Azelis is a leader in sustainability. We believe in building and nurturing solid, honest and transparent relationships with our people and partners. Impact through ideas. Innovation through formulation.

Azelis Americas is an equal opportunity workplace. Individuals seeking employment are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. You can view the EEOC Know Your Rights poster here.

Azelis Americas’ U.S. entities participate in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Azelis is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. Azelis Americas is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process. If you need assistance or an accommodation due to a disability, contact us at [e-mail].