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Global Service Desk Technician

Posted: 6 Nov 2020 Closes: 6 Dec 2020
Gurgaon Office, India Competitive
Permanent & Full-time SHL_JR001925

The Company:

SHL helps companies optimize performance and productivity through deep people insights. Our market-leading people analytics and technology equip leaders and their teams to make confident, data-driven talent decisions that lead to stronger business outcomes.

We anticipate, and help organizations solve, their most pressing talent challenges. Our science, innovation, rigor and commitment to proving business outcomes make us a trusted partner to organizations across the globe. SHL helps our customers win, and we need highly motivated people to join our dynamic global team. We're driven by Strong Connections, Curiosity, Fearless Innovation, and Impact. More at

The Role:

Job Title: Service Desk Technician

Location(s): Gurgaon

Do you enjoy fixing people's IT problems? Do you excel in rapidly understanding issues and finding resolutions to those issues? SHL is seeking a Service Desk Technician to join our Global Service Desk team based in Gurgaon. This team supports the SHL business around the clock across the world from its' IT Centre in Gurgaon. As a Service Desk Technician, you will be at the forefront of keeping your colleagues across SHL productive by ensuring that any issues with their hardware or software are promptly addressed. SHL fosters a collaborative and supportive work environment where individuals strong on aptitude and attitude will have opportunities to grow their professional careers by working with experienced IT managers and professionals. The ideal candidate will possess a demonstrable track record of success academically and working in an IT environment. As a Service Desk Technician, you will provide both essential advice and support to colleagues across the world when they are challenged by the IT that they use each day at work. IT is essential that you are a strong communicator, a good listener and have sound technical skills to enable you to resolve the wide variety of issues that are faced by the Service Desk. Key to success is having the ability to work hands on with a desire to find workable solutions to user problems. Key Accountabilities: Our Global Service Desk provides both in-person and phone-based support to SHL employees across the globe. This is an outstanding position for candidates who have excellent technical and client service skills and enjoy managing a wide-variety of responsibilities while working in a fast-paced and friendly global environment. The Global Service Desk provide technical support for desktop hardware and software by identifying issue(s), determining and executing appropriate resolution, and communicating the resolution to the customer.

Troubleshoot and provide resolution upon initial contact when possible, using remote management tools • Escalate or re-assign tickets to other departments when required • Maintain accurate up-to-date status on all tickets • Ensure no tickets are older than 3 days in personal queue • Provide walk up/local IT support for hardware and software issues • Assist with mobile device issues • Perform new user/new hire equipment set up • Perform basic hardware and workstation repairs

• Develop and maintain technical documentation for desktop hardware and software applications

• Meet or exceed all Global Service Desk metrics and process requirements (ticket management protocols, time tracking, communication requirements, etc.)

• Ensure that all users have been properly communicated before closing a ticket request

• Treat all colleagues with courtesy and professionalism

• Serve as point of contact for management Required Skills & Experience:

• At least 1 years' experience working on an IT Help Desk strongly preferred

• Knowledge of/experience with the following: o Windows 10 o Office 365 o Outlook o SharePoint o Chrome/IE/Firefox o Mac device support o iPhone support • Passion for providing excellent customer service

• Strong English written and verbal communication skills

• Ability to work in a fast-pace environment; ability to multi-task, change direction, effectively prioritize, and meet deadlines

• Ability to work on shift patterns that provide round the clock support to the business

• Ability to occasionally adjust work schedule to meet business need

• Interest in being part of a team, and ability to work effectively with both local and remote staff, teammates and managers Our Ideal Candidate Also Has: • ITIL Foundation Certification • Undergraduate degree preferred

• Able to lift, carry and bend as required to install common end user computing items including desktop PCs and monitors, desktop telephones, desktop printers, and power protection devices. What SHL Can Offer You:

• A culture comprised of diverse, global teams who have a passion for collaboration and client service

• A comprehensive benefit packages

• Support, coaching, and on-the-job development to achieve career success

• The ability to engage, influence, and interact with a broad array of IT managers and specialists


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