Sr. Specialist OneDesk

Avantor is looking for a dynamic, forward-thinking, and experienced Sr. Specialist OneDesk, who will be responsible for delivering results against some of the most complex business and technology initiatives.

This role will be a full-time position based out of IND- Coimbatore. If you are passionate about solving complex challenges and driving innovation let's talk!

Our organization is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

POSITION PROFILE: (Basic Purpose of Position)

As a member of the IT Operations group, reporting to the Team Lead of ServiceDesk, the Senior ServiceDesk Engineer is responsible for providing advanced IT support and assistance to end-users within the organization. This role involves troubleshooting and resolving hardware, software, network-related issues and mentoring junior team members, managing complex incidents, and contributing to process improvements. The ideal candidate will have strong technical skills, excellent communication abilities, leadership qualities, and a customer-focused approach.

MAJOR JOB DUTIES AND RESPONSIBILITIES (List in order of importance)

• Provide in-house IT support to end-users via Phone, Email, and Chat.
• Diagnose and resolve:
• 1: Virtual physical desktop support problems.
• 2: Hardware issues (printer, iPhone/Android configuration and other peripheral devices)
• 3: Software (outlook configuration, OneDrive, OneNote, other MS applications.,)
• 4: Network related issues (VPN, WIFI etc.,)
• Install applications and updates through SCCM.
• Provide tech support by performing remote troubleshooting through diagnostic techniques and taking necessary steps to provide resolution, providing clear communication, and customer support.
• Administer and support user accounts on AD, Office 365, and business-critical applications (SAP, Salesforce, QlikView, etc.).
• Correctly log Incidents, categorizing and prioritizing them in line with process, and follow-up till closure.
• Properly route incidents to resolver teams for out-of-scope issues and maintain an updated knowledge base repository.
• Identify and prioritize incidents requiring immediate/urgent attention.
• Coordinate problem tickets with internal teams, acting as POC for liaising with business users and the resolver teams.
• Handle Identity access management requests through Requests.
• Identify and suggest possible improvements to procedures.
• Adhere to company policies and consistently achieve KPI targets defined for the process.
• Ensure compliance with relevant regulations, standards, and policies related to IT service management, security, and data privacy.
• Adhere to Avantor's policies, procedures, rules, and guidelines, and actively integrate the company's core values into daily operations.
• Ensure prompt response to Priority Incidents as per SLA requirements and promptly address critical Incidents.
• Mentor and support junior ServiceDesk engineers, providing guidance and training as needed.
• Lead and manage complex technical incidents, ensuring timely resolution and effective communication with stakeholders.
• Develop and implement best practices and standard operating procedures for the ServiceDesk team.
• Conduct regular reviews of incident logs to identify trends and recommend proactive solutions to prevent recurrence.
• Can work independently with minimal supervision, demonstrating the ability to manage tasks and resolve issues autonomously.
• Manage full operations independently during weekends, ensuring continuity of service and effective issue resolution without additional oversight.
• Actively participate in and support hypercare during new implementations and onboarding of new applications, ensuring a smooth transition and addressing any issues that arise promptly.

QUALIFICATIONS (Education/Training, Experience and Certifications)

• Bachelor's degree in science/engineering/computer applications.
• A+/N+, Microsoft certification is an added advantage.
• 5+ years of proven experience in providing support to business users on PCs, Printers, and end-user applications.
• Optimistic attitude and tech-savvy.
• Multi-tasking abilities & time bound performance.
• Excellent communication skills and knowledge of the fundamental operations of commonly used software, hardware, and other equipment.
• Ability to diagnose and resolve basic technical issues.
• Flexibility to work in night shifts.
• Experience with remote desktop applications and help desk software.
• Flexible to work in Shifts in 24/7 Support environment.

KNOWLEDGE SKILLS AND ABILITIES (Those necessary to perform the job competently)

• Strong understanding of IT systems, hardware, and software.
• Familiarity with common IT service management (ITSM) tools and software (ServiceNow hands-on is an added advantage).
• Knowledge of ITIL (Information Technology Infrastructure Library) best practices for IT service management.
• Ability to communicate effectively with end-users and stakeholders.
• Ability to multi-task, troubleshoot, and adapt to changing environment.
• Excellent customer service skills and a customer-focused mindset.
• Empathy and patience when dealing with users' technical issues and concerns.
• Strong communication skill.
• Analytical and problem-solving skills to diagnose and resolve complex technical issues.
• Understanding of IT security principles and practices.
• Continual Improvement and Innovation.
• Ability to work independently and prioritize multiple work streams.
• Ability to prioritize multiple high priority support requests.
• Ability to manage and resolve complex technical incidents.
• Proactive approach to identifying and implementing process improvements.
• Ability to work independently with minimal supervision.
• Capability to manage full operations independently during weekends.
• Active participation in and support of hypercare during new implementations and onboarding of new applications

ENVIRONMENTAL WORKING CONDITIONS & PHYISICAL EFFORT (Under Typical Positions)

• Hybrid-work is preferred by many coworkers in this organization, ranging from 5 days in the office and rest of the days from home.

• Full-time work from the office is also an option.
• Remote work is an option, with the ability to remain as such if agreed upon during the hiring process (monthly or quarterly office visits are highly encouraged).
• Typical work hours fall between the business hours of central European and North American east coast time-zones, flexing as required by current projects.
• Reasonable flexibility in working hours is mutual, flexibility may be agreed to for support of personal needs and can also be necessary to support work activities and deadlines.
• Availability during weekends and on-call support will be necessary on a rotational shift basis.
• Personal computer will be supplied, adequate network connectivity while working remotely is required and is the responsibility of the individual.
• Diverse abilities may be accommodated in this role more easily than a similar role at other companies for reasons that include the remote-work potential and/or working hours flexibility.
• Offices have adequate lighting and ventilation and a normal range of temperature and noise level.
• Some offices have been modernized and include amenities such as optional standing desks, please inquire during the interview process.
• A frequent volume of work and deadlines does impose some strain.
• Work assignments vary and are not highly documented into standard operating procedures, prior experience and precedent are often used to fulfil requests.
• New alternatives to improve productivity and reduce effort are welcome and encouraged.
• Minimal physical effort is required, work is mostly sedentary.
• Travel outside of the local office is not required.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with a job.