Service Desk Technician

Requisition ID: 94043 

Job Category: Technology 

Location: Gurugram, Haryana, India 
 

Join a company that is passionately committed to the pursuit of a better world through positive change. With more than 65 years of business and technical expertise in mining, energy, and infrastructure, our 10,000 colleagues in 150 countries tirelessly work toward bettering the industries in which we operate. With practical solutions that are safe, innovative and sustainable, we think globally while acting locally. Are you looking for an opportunity to join a diverse group of professionals who are committed to remaining exceptional? We look forward to hearing from you.

As part of our Shared Services group, comprised of Finance, Marketing, Communications, Human Resources, Commercial, Legal and Facilities, we support the business achieve their goals through a range of strong technical capabilities. We ensure delivery of services through the skills of our people, methodologies, and systems.
 

Looking to take the next step in your career? Hatch is currently seeking an experienced Services Desk Support to join our Team in Gurugram, Haryana.
 

Responsibilities
As the successful candidate, you will have:
 

• Provide technical support to end-users in local offices and to remote offices daily, including PCs, telephones, mobile phones, network equipment and other IT services;
• Respond to service requests and incidents from customers and users via telephone, email, chat, or web portal;
• Prioritize and manage service support requests in line with expected service levels targets;
• Escalate complex or unresolved problems to the appropriate level of support;
• Setup, oversee & teardown corporate events
• Monitor and update the service delivery system for assigned tickets and assigned locations and/or projects;
• Must be able to deploy image and software to computers locally and remotely;
• Preparing and providing support documentation, including procedural documentation when required, including providing user and group training as required;
• Manage the breakdown, relocation and set-up of workstations to accommodate user relocations, site relocation, site remodels and new location installations as assigned by support lead;
• Promote and adhere to departmental and organizational information security policies, standards and procedures;
• Perform other related duties incidental to the work described;
• Strive for excellence in customer service in line with the company values and expectations;
   

Qualifications
 

• College diploma or degree with experience in desktop/technical support in a Microsoft Windows network environment.
• Ability to support HP laptop/desktop computers, peripherals, Ricoh, Canon, HP multi-function printers and other computer hardware.
• Knowledge of engineering software such as Autodesk, ESRI and Bentley products, is a clear advantage, but not required;
• Familiarity with standard Service Desk software and a good knowledge of remote user support;
• Excellent understanding of Microsoft products, including MS Office 365, Teams, SharePoint, OneDrive is required;
• Application Support for Adobe Acrobat, Bluebeam, and other current and new applications that exist within the organization;
• In-depth knowledge of Windows Active Directory User and Computer Administration; MS Intune, SCCM, Microsoft Exchange and 365 Admin;
• Experienced in handling Events, Live Meetings, Webinars and corporate events using MS Teams, WebEx or Zoom Video or similar platforms;
• Exposure to IT Service Management and delivery systems, e.g. Zendesk, ServiceNow, Remedy; Jira;
• Strong analytical, problem solving and troubleshooting skills;
• Ability to function well in a team environment; work independently as needed;
• A+, Network +, Security + or MCP certifications are an asset
• Strong customer focus skills;
• Strong oral and writing proficiency in English is mandatory;
• Minimum two-year relevant experience working in a similar corporate service desk technical support role;
• All candidates must have legal authorization to work without employer sponsorship and ability to travel if necessary;

Why join us?

• Work with great people to make a difference
• Collaborate on exciting projects to develop innovative solutions
• Top employer

What we offer you?

• Flexible work environment
• Long term career development
• Think globally, work locally

Don't meet every single requirement? You don't need to. At Hatch, we are building a diverse, inclusive workplace that fosters innovation. If you're interested in this role, we encourage you to apply even if your past experiences don't perfectly align with the skills we've listed.

We're committed to fostering a workforce that reflects the diversity of the communities in which we operate and serve. Hatch is an Equal Opportunity Employer that considers applicants without regard to age, race, color, national origin, citizenship, religion, creed, gender, sexual orientation, marital status, disability, veteran, or any other protected status. If you have any accommodation requirements, please let us know. We'll do our best to meet your needs in accordance with applicable local legislation.