Chandigarh, India

Help Desk Technician

India

Reports to: Manager Information Technology

Position summary

Our Help Desk Technician is the first line IT support for our Winshuttle employees. This is a critical role in maintaining and building a positive reputation and saleable operations for our IT department. This role requires someone who has a passion for helping others with the ability to provide exceptional customer service, be focused, multitask, strong problem resolution, excellent communication and follow through, process discipline and patience.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • First point of contact and management of help desk tickets, manage and track ticket resolution in accordance with Winshuttle’s global service level agreements.
  • Train and facilitate new hire orientation in the use of Winshuttle IT processes and all standard business software deployed on our employee computers.
  • Support employees with systems, desk phones, mobile devices, copy machines and other tech products.
  • Troubleshoot hardware, OS, applications, peripherals, network and/​or connectivity problems. ​
  • Monitor and administer software licenses using Software inventory system.
  • Create knowledge base articles and instructional documents.
  • Deploy, maintain and support Winshuttle applications.
  • Perform corporate data backups.
  • SME on video conferencing and web conferencing solutions.
  • Assist in operations and IT projects as required.

Desired behaviors

  • Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
  • Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
  • Able to work in a fast-paced environment
  • Manages the workload – makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
  • Technically proficient – knows role and has a solid familiarity with tasks and responsibilities.
  • Takes responsibility for own learning – knows personal strengths and recognizes development needs. Is open to feedback and always seek to learn.
  • Communicates ideas – strong facilitation and written communication, proposes a way forward. Listens to views of colleagues and takes in diverse perspectives.
  • Works collaboratively – shares information, fosters teamwork and contributes to positive work environment where people want to come to work.
  • Display ethical character and competence – acts with integrity and intent, is accountable for own actions, behaves according to the PACT values. Act as a good citizen of Winshuttle.

Knowledge

  • High level of proficiency with desktop operating systems, collaboration apps, SharePoint
  • Strong verbal communication and problem-solving skills
  • Knowledge of scripting tools & technologies for automating routine system tasks
  • Familiarity with project management software a plus
  • Familiarity with working with ITIL processes, including asset/change/incident management

Experience

  • 2-4 years’ experience in direct customer-facing IT-related position
  • Bachelor’s Degree in Computer Science, Information Technology or similar
  • Certifications desired: MCP in Windows Desktop and Server OS, Office 365, CompTIA A+, Network+
  • 2-3 years previous experience managing Active Directory domains, Office 365, Azure, Exchange, SharePoint

At Winshuttle, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. Winshuttle is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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