Infrastructure and Helpdesk Officer - Delhi, India - Richemont

Richemont

Verified Company

Delhi, India

3 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Reference Code: 92608
Infrastructure And Helpdesk Officer:

Richemont
Delhi, DL, IN
Fixed TermRichemont owns some of the world's leading luxury goods Maisons, with particular strengths in jewellery, fine watches and premium accessories. Each Maison represents a proud tradition of style, quality and craftsmanship and Richemont seeks to preserve the heritage and identity of each of its Maisons. At the same time, we are committed to innovation and designing new products which are in keeping with our Maisons' values, through a process of continuous creativity.

JOB TITLE IT
Infrastructure and Helpdesk Officer / FST

REPORTING TO IT Manager - India

LOCATION RIPL Office - Aerocity, New Delhi

MAIN PURPOSE
This is a dual role that combines IT helpdesk and Infrastructure functions.

The helpdesk function is to ensure proper computer operation that includes receiving, prioritizing,

documenting, and actively resolving end user help requests so that end users can accomplish business tasks.

The infrastructure function is to ensure proper maintenance of systems that includes Installing, configuring, maintaining & monitoring all IT infrastructure solutions.

Customer service & communication skills are vital to this role and it is requires to have strong understanding of IT infrastructure domain.

KEY RESPONSIBILITIES

The Infrastructure and Helpdesk Officer /FST will ensure that all below responsibilities are aligned with the Group IT policies, strategy and directives.

Essential Functions:
Infrastructure Maintenance

Install, configure, maintain & monitor all enduser hardware (PC, printers, barcode, iPhones, Etc).
Control Monitoring like meeting rooms (daily, weekly, and monthly control reports)
Document technical knowledge in the form of notes and manuals, KB's, SOP's etc

Essential Functions:
Helpdesk

Perform as the first point of contact for all end user IT assistance issues / requests.
Maintain Records for all requests, track until resolution and archive for future reference using company helpdesk tool (ServiceNow)
Resolve all first level IT assistance requests in following areas.
Technical knowledge of handling 1st level of Service Support
Basic support on inhouse Business Applications system (AS400 platform, SAP Gemini)
Office365 (Word, Excel, PowerPoint, Outlook)
Account management (account unlock/password reset)
Windows W10 Enterprise (knowledge in installing and imaging of new computers)
Configuration and maintenance of multifunction Printer (HP, Xerox, Etc.)
Remote access tools (MS Teams & Beyond Trust)
One drive, SharePoint and MS Form knowledgeable
Audio & Video Conferencing (MS Teams) End user troubleshooting
Diagnosing and fixing network problems and hardware or software faults
Laptop / Computer general usage
Network (WIFI/LAN) & VPN troubleshooting
Active Directory (Server and Client access)
End user level Proxy management
Windows File server management (access rights, folder modification, etc)
Mobile iDevices (iPhone, iPad, Etc.)
Cisco IP Phones, Alcatel IP Phones
Escalate IT issues for resolution where appropriate and in accordance with the Helpdesk policy.
Communicate service outage / disruption notices to users that are affected by the outage.
Experienced as a team player and committed to ensure the business continuity & support
Follow the SLA for issues with respect to the priority of the issues & to achieve KPI's
Meet enduser to resolve his/her support request if required

DIMENSION:

-
Geographical area under responsibility: India

-
Headcount supervised: 0

Education:

Graduate degree from an accredited institution in Computer Engineer or Information Technology

Required experience:

3 to 5 years recent experience in a ServiceDesk and /or Technical Support administration role.
Industry certifications like MCSE, A+, ITIL and CCNA/CCNP are preffered
Knowledge in PABX/Voice solutions (VOIP) will be an added advantage

Personal skills:

Effective presentation skills and strong business awareness
Selfmotivated, disciplined, good interpersonal and communication skills
Proficiency in written and spoken English
Problemsolving and critical thinking under pressure, time management skills and multitasking
Proven work experience as a technical or service desk support Engineer or similar role
Willing to have flexible working hours / to work over time and weekend support when needed.

Others: