ERM's Global IT Operations team is recruiting a 2nd line Service Desk Technician in the APAC time zone based in ERM's New Delhi office. This position will support ERMers globally across a range of different time zones and will be a fixed shift (7:30am - 4:00pm IST).

The position will provide end user support in accordance with all applicable
Service Levels, Satisfaction scores, and KPI’s. They will be a point of escalation
for 1st line but are expected to provide 1st line support as required. This includes initial triage, second level troubleshooting of issues with endpoints, applications and IT infrastructure before escalating to other support levels, vendors and managed service providers. The role is also expected to analyze and resolve 1st and 2nd line end user Incidents and Service Requests in a timely and accurate fashion and provide end user training where required. This role will also manage, maintain and deploy endpoints to the user base and will be expected to work with the Global IT teams as and when needed to ensure successful implementation of projects.

The culture at ERM is hardworking and very team-oriented. Most of the projects
undertaken by ERM consultants are deadline driven and requests for support are expected to be provided within the agreed SLAs and regular communication with the Requester in order to manage their expectation and to ensure high quality of ticket management. The position requires someone who is good at prioritizing, multitasking, and passionate about fulfilling the demand. Our aim is to respond and resolve queries with a high degree of customer service as quickly as possible.

Accountabilities

Monitoring and managing the prioritization and fulfillment of support requestsIdentifying trends and events to ensure quick identification of any emerging problems. Escalating these and taking ownership through the Problem Management LifecycleWork with Project Management Office (IT PMO) team on Global projects and provide assistance as required with any new office setups, closures, moves and any new acquisitionsOversee day to day management of Purchasing and Asset management, including stock/ perpetual inventory within the function working with local office coordinators to ensure the adherence and availability throughout the Asset lifecycleFollow ERM Global practices across Incident Lifecycle (Escalation, Problem Management, Change Management)

Responsibilities

Incident Management

Provide effective and efficient support to our users while logging this information in our Service Desk management toolEstablish and support workload against the defined SLA matrix scheduleFollow Incident and request fulfilment lifecycle processes Record, track, and document the lifecycle of an incident or request, including all successful and unsuccessful troubleshooting steps, and actions taken, through to final resolutionPerforming preventative maintenance (CSI) by analyzing and trending ticketing statisticsTest fixes to ensure request has been adequately resolved. Perform post-resolution follow ups to help requestsField incoming requests from users via phone, e-mail, face to face and ITSM tool set in a courteous mannerConvey troubleshooting and resolution details in a way is ready to non-technical members of ERMEnsure that ERM IT policies and procedures and best practices are implemented and adhered to, particularly our Request and Incident Management procedures (based on the ITIL standard)Ensure that all calls from and are dealt with in a timely and efficient manner. Whilst providing excellent Customer ServiceDevelop solutions and knowledge articles for end users Self Service Portal, Intranet portals and department knowledge baseDeliver results against set individual and team KPIs Administer and maintain end user accounts, permissions, and access rightsAdminister and maintain application content

Hardware, Software Purchasing and Asset Management

Managing purchases, including raising P/O's and other capital expenditure requests following our Purchase and Asset Management ProcessDeploy and maintain Hardware and Software inventory Complete equipment, hardware and software purchase, installation, upgrade and removal requestsManage and maintain ERM’s Asset Management database entries in line with our Asset Management PolicyProvide 2nd line support to ERM’s hardware and software estate to include fulfilling requests, resolving incidents, managing versioning and liaising with vendors across both on prem and Saas solutions

Software Management

Provide 2nd line support to ERM’s software estate to include fulfilling requests, resolving incidents, managing versioning and liaising with vendors across both on-prem and SaaS solutionsPerforming preventative maintenancePredict potential problems for escalationEnsure that Technology policies and procedures and best practices are implemented and adhered toFollow best practices across Incident Lifecycle (Escalation, Problem Management, Change Management, Purchasing etc.)Resolve Requests within agreed SLA'sEnable fixes and workarounds to get staff back to working stateContinuous ImprovementExplore opportunities to improve the quality of support given to customers and service stabilityCSI Register

Person Profile

Skills and capabilities
Communication: Excellent communication skills-written and verbal (technical & non- technical team members, users, and business representatives of all levels)

Teamwork: Seeks ideas and inputs of colleagues to make best use of team expertise and improve team performance.

- Freely shares knowledge and findings with others
- Ability to work unsupervised, in teams and stand alone

Motivated: Determination and motivation to succeed.
- Has the drive and commitment to see to completion activities.

Positivity: Enthusiastic, with a positive 'can-do' attitude

Analytical: Identify issues and takes a proactive approach to dealing with them.
Ability to effectively prioritize and execute multiple competitor work streams in a high - pressure environment

Flexibility: Flexible and adaptable in looks to learning and understanding new technologies

Who We Are:

As the world’s leading sustainability consulting firm, ERM is uniquely positioned to contribute to the environment and society through the expertise and energy of our employees worldwide. Sustainability is what we do, and is at the heart of both our service offerings and how we operate our business. For our people, our vision means attracting, inspiring, developing and rewarding our people to work with the best clients and on the biggest challenges, thus creating valuable careers. We achieve our vision in a sustainable manner by maintaining and living our ERM values that include Accountability, Caring for our People, Client Focus, Collaboration, Empowerment, and Transparency. 

 

ERM does not accept recruiting agency resumes. Please do not forward resumes to our jobs alias, ERM employees or any other company location. ERM is not responsible for any fees related to unsolicited resumes.

 

ERM is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status or disability status.

 

Thank you for your interest in ERM.