Associate Lead- Service Desk bei First American (India)

Company Summary

First American (India) is a GCC (Global Capability Center) of the First American Financial Corporation (NYSE: FAF) family of companies. FAI is a proud member of the FORTUNE 500 companies and has been amongst the Fortune 100 Best Companies to Work For® list for eight consecutive years. First American Financial Corporation provides comprehensive title insurance, closing/settlement, property data and technology solutions. First American (India) creates quality solutions for its customers by combining software, back office, and knowledge processing operations to fulfill First American's business requirements. Our priorities are our employees, customers, and shareholders - in that order. First American (India) has been ranked amongst India's Best Companies To Work For™ 2023: Listed amongst the Top 100 by Great Place To Work® India, FAI is also certified Best Workplaces for Women and Workplace with Inclusive Practices. ServiceMac is focused on providing superior technology, products, and services for the mortgage and real estate industries backed by highly personalized service and support. Through continuous innovation and acquisition, our offerings comprise of personalized solutions that span the mortgage continuum and enhance security, compliance, customer satisfaction, and profitability.

Job Summary

Technical Description:

• 2-3 years of Voice based Service desk work experience in a business environment.
• Address technical issues through Phone, E-mail, ESS, Voicemail, Chat and remote access.
• To liaison between various teams such as change management, incident management and implementation, in accordance with schedules.
• Must have knowledge in Support the following technologies: Office 365 – Office suite, Windows 10 /11 desktops, laptops, printers, network copiers, NIC’s, basic LAN/WAN connectivity and others as assigned.
• Basic installation & troubleshooting knowledge on Windows 2012 and above server Operating system.
• Technical skills related to Desktop Patch management, Software Installation and Basic Networking skills.
• Knowledge on Installation, configuration and maintenance of regular updates of Antivirus.
• Knowledge on domain and local system policies and group policies
• Knowledge and Technical expertise on Work group/Domain/DNS /DHCP/AD/Exchange/O365.
• Expert knowledge on ticketing tool with ITIL framework
• Managing the complete Ticketing workflow
• Assisting the Manager in IT Infrastructure projects
• Basic Knowledge on the Network Infrastructure  
• Management of all Major Incidents in a shift
• Knowledge on service operational reviews, ensuring SLA, KPI and other data/information is provided and assist with such reviews
• Monitor adherence to SLA's - quality and timelines
• Knowledge on Citrix /VDI environment/W365
• Basic Scripting knowledge

• Business and technical writing skills would be an added advantage.
• Create SOP’s, Process Documentation and create Knowledge Documents.
• Should work in cohesion with Team and streamline the process gaps/ If any.
• Capable of handling onsite leadership escalations and customer’s escalations / feedbacks.
• An excellent problem solver with strong analytical skills.
• Optimize and automate daily operations 
• Active participation in hiring process (Interview and share feedback) for the selected candidates
• People management and Team Building.
• Experience providing superior customer service and support.
• Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the IT Services and infrastructure.

Experience:

• Excellent working knowledge with a range of 6 to 8 years in IT Operations/Service Desk/User Help desk support with a good understanding of Microsoft products [Outlook, Windows OS, installation procedures, troubleshooting knowledge in Microsoft office suite/O365] and administration of user accounts and access rights.

Key Competencies:

• Help Desk profile with strong Analytical, Logical and Communication Skills (written, oral, one to one etc.).
• Professional, Innovative, Drive for continuous improvement, Positive attitude, proactively provides solutions.
• Strong customer service and support focus with a desire to deliver a high quality customer focused service
• Lead and prioritize the IT team’s work load
• Build and maintain effective working relationships with IT team and Internal Business Units
• Optimize and automate daily operations 

Soft Skills:

• Excellent Communication Skills (Verbal/Written).
• Should have good knowledge on new technologies
• A logical thinker.
• An excellent problem solver with strong analytical skills.

Educational Qualification and Experience:

Minimum of 15 years of formal education - Graduate / Post Graduate in Computer Science / Information Technology.

Professional work experience of 10-12 years

FAI is committed to create an environment that respects, supports and inspires all individuals. We do not discriminate on the basis of color, religion, sex, gender identity, sexual orientation and age. At FAI, we celebrate diversity and believe that an inclusive workforce benefits employees, the organization and our community. We are an Equal Opportunity Employer. For more information about our company and dedication to putting People First, check out https://firstam.wd1.myworkdayjobs.com/faicareers. Jetzt bewerben