Reed & Mackay Looking for LINE SERVICE DESK ANALYST – APAC at New Delhi, Delhi

Reed & Mackay; New Delhi; On-site; INR 3,00,000 - 7,00,000; Full time

Job summary

Join a forward-thinking company as part of the IT Operations team, where you will provide exceptional IT support across multiple regions. This role is pivotal in ensuring seamless operations and enhancing user experience through effective problem-solving and proactive communication. You will work with cutting-edge technology and be part of a dynamic team that values your contributions. Opportunities for personal and professional development abound, with support for certifications and training. If you are passionate about IT and thrive in a collaborative environment, this position offers a rewarding career path that combines technical expertise with customer service excellence.

Benefits

Professional development opportunities

Flexible working hours

Support for external exams

International travel opportunities

Qualifications

• Experience in a commercial IT Support role is essential.
• ITIL qualifications would be advantageous.

Responsibilities

• Provide first line IT support and manage IT queries effectively.
• Administer Active Directory and maintain system integrity.
• Ensure compliance with ISO and PCI accreditations.

Skills

IT Support

Active Directory Administration

Windows 10/11

Microsoft Exchange

Microsoft Teams

Office 365

Avaya Telephony

ITIL Processes

Customer Service

Project Management

Education

Proven experience in IT Support

Microsoft, CompTIA or ITIL qualifications

Tools

Avaya

Microsoft Remote Desktop Services

SCCM

Auto Pilot

Job description

India, 21st April

REPORTING TO: OPERATIONS LEAD / OPERATIONS MANAGER

Reed & Mackay leads the global travel and event management arena with extraordinary service and proprietary, client-led technology. Ranked first in the Sunday Times International Fast Track 2020, we are a business that is always looking forwards, while ensuring that we’re everything that our clients need today.

OVERALL PURPOSE OF ROLE:
As an integral member of the IT Operations Department, further the vision and goals of R&M by providing outstanding IT support to all staff across all sites and locations, predominately APAC and UK.

PRIMARY RESPONSIBILITIES:

1. Ensure that all IT Support queries are logged in the IT Service Management tool, and they are prioritised, assigned and resolved according to the agreed SLA.
2. Provide first line IT support to R&M staff.
3. Work to ITIL and industry standards in meeting the internal Service Level Agreement and supporting the continual improvement of the IT Operations function.
4. Work closely with the wider IT Service Desk team and Infrastructure and Application Support Teams as well as third party service providers as required.
5. Administer the Avaya telephone systems.
6. Follow R&M policies, processes and procedures to maintain our ISO:27001 (Information Security), ISO:22301 (Business Continuity), ISO:9001 (QMS) and PCI (Payment Card Protection) accreditations.
7. Promote knowledge sharing and ensure that documentation is captured and updated regularly in line with implemented changes.
8. Ensure that the asset management system is up-to-date, accurate and relevant always.
9. Process new starters, staff changes and leavers in accordance with documented user lifecycle procedures.
10. Perform designated daily, weekly, and monthly operational checks in order to maintain maximum system availability to all users.
11. Administer Active Directory and ensure that its structure and integrity is maintained.
12. Assist with home installs, provide support at remote/client sites, and develop self-help guides and documentation for the IT portal.
13. Administer mobile devices and R&M’s mobile device management platform.

KNOWLEDGE, SKILLS & EXPERIENCE:

1. Strong team player, keen to support peers and open to learn from anyone, regardless of seniority.
2. Able to analyse and resolve issues under pressure.
3. Courteous, proactive, and able to work with a diverse user base with varying degrees of technical understanding.
4. Customer centric and empathetic with the ability to anticipate user needs.
5. Friendly and confident with excellent communication skills to engage stakeholders at all levels.
6. To be able to manage and progress assigned projects to successful completion.
7. Commercial understanding with the ability to prioritise incidents and requests.

ESSENTIAL TECHNICAL SKILLS & EXPERIENCE:

1. Windows 10/11
2. Avaya Telephony
3. Active Directory Administration /Azure AD
4. Microsoft Exchange
5. Microsoft Teams
6. Office 365
7. Microsoft Remote Desktop Services
8. Aware of ITIL processes incl. Incident and Problem Management, Change Management and Continual Service Improvement
9. Desktop / Laptop builds using imaging tools Auto Pilot / SCCM

EDUCATION & PROFESSIONAL QUALIFICATIONS:
Proven experience in a commercial IT Support role. Microsoft, CompTIA or ITIL qualifications would be advantageous.

PERSONAL DEVELOPMENT OPPORTUNITIES:
We think it’s very important that you take responsibility and drive your own personal and professional development. You will be encouraged to develop your technical IT skills and knowledge through a combination of formal (classroom), online (CBT Nuggets) and “on the job” training. R&M encourage individuals to pursue professional accreditations and provide support for external exams.

WORKING HOURS AND TRAVEL:
The IT Operations Team covers core business hours (08:00 – 18:00) coupled with out of hours support for all regions on a flexible rota. On average, service desk team members are required to be on call once every 6 weeks for 7 days. International travel to other APAC offices may be required with occasional visits to the UK.