Senior Service Desk Analyst

The Service Desk team works with executives, business unit/service line leaders and colleagues around the world to promote and facilitate seamless work environment. Our Senior Service Desk Analysts will provide support to Kroll managing directors and other colleagues around the world, responding to inquiries and executing tasks that ensure high quality. This role will be in Mumbai and the work timings are Monday to Friday rotational shift. 

Day-to-day responsibilities:

• Ensuring that all processes used by the service desk are thoroughly documented, and regularly improved and updated.
• Driving the productivity and performance metrics to be the best in standard
• SLA adherence for all the tickets raised by the organization employee
• Driving process and schedule adherence for optimum coverage of support hours
• Driving ITIL standards for all the support tickets 
• Driving the process and policies as set by the organization
• A thorough understanding of the goals for the service desk and the ability to set the long-term direction of the team.
• Strong communication skills, including the ability to collaborate and coordinate with other support groups.
• Lead, Initiate and complete onboarding and offboarding activities for all new hires and exits
• Coordinate with procurement team and work with the vendor for timely organizing delivery of IT assets   
• Tracking and analyzing of day to day tickets created by team members and driving towards resolution
• Participate in office setup, office move, office decommission activities

Essential traits:

• Strong experience with working in Global technical support environment 
• Preferred knowledge of troubleshooting application issue, isolating and mentoring the team for resolution, escalation process 
• Ability to Scale up knowledge with the latest policies and process
• Lead and provide desktop/laptop break/fix/maintenance support
• Assist in procurement of IT hardware as per the standard configuration and if required liaise with the procurement team
• Work with the team to provide support to growing mobility platform (iOS, Android and Windows based platform)
• Act as local point-of-contact to Kroll offices for administration and maintenance of laptops/desktops, backup routine and network OS software, as needed
• Excellent technical and communication skills
• Hands on with troubleshooting issue related to Active Directory, networking and Exchange
• Experience with end user support environment
• Candidates must have minimum of 5 years of experience in IT Service Desk support environment
• Ability and willingness to work in a 24*7*365 environment
• Active interest and passion for IT, besides regular office hours
• Experience with creating standards and documentation in terms of day to day operations
• Ability to manage confidential, sensitive information
• Degree/Master’s in technical education preferred
• Proficiency in English and other languages preferred. 
• An ITIL qualification is preferable but not essential
• Knowledge and experience with Active Directory, networking, and Exchange
• Previous experience in an Information Technology function
• Around 5 years extensive experience of working in technical Service desk support environment 
• Ability to drive customer support experience 
• Ability to communicate and to interact effectively with co-workers and customers when required.
• Experience of working in an ITIL based Service Desk
• Active interest and passion for IT, besides regular office hours
• Experience of liaising with vendor for IT procurement
• Knowledge of driving day to day operations in technical support environment

About Kroll 

Join the global leader in risk and financial advisory solutions—Kroll. With a nearly century-long legacy, we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team, One Kroll, you'll contribute to a collaborative and empowering environment, propelling your career to new heights. Ready to build, protect, restore and maximize our clients’ value? Your journey begins with Kroll. 

In order to be considered for a position, you must formally apply viacareers.kroll.com.

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.

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