Senior Technician IT Services & Support

Summary.

The role of the Senior Technician IT Services and Support is to provide in depth technical support services to Hollister Associates globally, via the phone, email and remote tools or in person, ensuring that service levels are achieved and that all customer expectations are met or exceeded.

The Senior Technician IT Services and Support documents computer related problems and provides thorough troubleshooting solutions escalating to more senior IT Services and Support technicians as needed.

The Senior Technician IT Services and Support works to ensure that defined metrics and benchmarks are met or exceeded.

The Senior Technician IT Services and Support implements and follows standards and processes to provide effective customer service and meet departmental requirements.

Responsibilities.

In this section, list out in detail the responsibilties of the position, below are some tips on doing so.

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Effectively partners with other IT groups to deliver IT services.

Work within a collaborative team structure providing resolving technical issues for applications, desktops, laptops and mobile devices and configuring equipment.

Rely on instructions and pre-established guidelines to perform the functions of the job.

Serve as the IT single point of contact for Associate technical inquiries for support.

Provide front line technical support for Hollisters computing environment.

Effectively interact with other IT groups to support IT services.

Develop support documentation of Hollisters end user technology.

Assists with the development of continuous improvement services for the Service Desk.

Develop support documentation of Hollisters end user technology.

Maintain in-depth working knowledge of business and technology.

Remain current with emerging industry trends.

Envision new capabilities to meet business needs.

Develop a working knowledge of Hollisters end user technology.

Use an incident management system to track Associate technical requests for diagnostics and resolution.

Endeavors to achieve set metrics and key performance indicators (KPIs).

Maintains continuous improvement of services within scope of responsibility.

Responsible for tracking and facilitating customer communication, via phone and email to follow-up on open issues communicate status of open ticket in accordance with Service Level Agreements (SLAs) and quality standards.

Responsible for escalating incidents to more senior technicians in accordance with Service Level Agreements (SLAs) and quality standards.

Provide a logical and structured approach to troubleshooting, decision making and team emphasis with attention to superior customer service.

Contribute to the ongoing cycle of improving Service Desk processes.

Essential Functions of the Role** : .

Talk on the phone with suppliers and Hollister Associates.

Capable of addressing customer related concens.

Read technical manuals / trade journals.

Use a personal computer and strong proficiency in Powerpoint, Excel and Word.

Travel via plane, train or automobile.

Work Experience Requirements.

Number of Overall Years Necessary : 2-5.

1 3 years technical IT or customer service experience with Associate's degree or 4 years of progressive technical IT or customer service experience with a High School diploma.

Education Requirements.

Associate Degree in Applied Science or equivalent related field of study preferred.

Specific vendor certifications desired.

Specialized Skills/Technical Knowledge.

Information Technology Infrastructure Library (ITIL) Foundation Certification.

Experience with Service Desk processes.

Experience working as part of a global team.

Experience with automated delivery of applications and services.

Strong analytical and problem resolution skills.

Strong customer service orientation.

Exceptional interpersonal skills, with the demonstrated ability to communicate effectively with Associates at all levels within the organization.

Local Specifications (English And Local Language).

Location Gurgaon.

Mode Hybrid.

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