1st Line Support Technician

Job Description

About the Role Environmental Resources Management (ERM) is a leading global provider of environmental, health, safety, risk, and social consulting services with 160 offices and over 8,000 staff members covering the entire spectrum of consulting services. ERM is committed to providing a service that is professional and of the highest quality to create value for our customers. ERM's Global IT Operations team is recruiting a 1st line Service Desk Technician in the APAC time zone based in ERM's New Delhi office. This position will support ERMer’s globally across a range of different time zones and will be a fixed shift (14.00 – 22.30) IST. However, due to the global support model and areas we support, flexibility will be expected The position will provide end user support in accordance with all applicable Service Levels, Satisfaction scores, and KPI’s. The technician will be the first point of contact for IT, providing end-to-end responsibility for requests and incidents submitted via the ticketing system or phone. Daily activities include initial triage, resolution, or escalation to the correct resolving team ensuring a high level of satisfaction is always maintained within IT services. The position will utilise IT Services Management (ITSM) best practices such as ITIL to ensure new and existing services offered by IT are thoroughly understood and operating towards OLA/SLA targets. This role will also deploy endpoints to the user base and will be expected to work with the Global IT teams as and when needed to ensure successful implementation to end users. The culture at ERM is hardworking and very team oriented. The position requires someone who is good at prioritizing, multitasking, and passionate about fulfilling the demand. Our aim is to respond and resolve queries with a high degree of customer service as quickly as possible, to minimize business interruption. About Us At ERM, sustainability is our business. We exist to help build businesses of the future. We are the world’s largest advisory firm focused solely on sustainability, offering unparalleled expertise across business and finance. ERM partners with clients to operationalize sustainability at pace and scale, through our unique combination of strategic transformation and technical delivery capabilities. Our diverse global team of experts works with the world’s leading organizations to help them set clear sustainability targets, measure progress and operationalize strategy through deep implementation and business transformation. With more than 50 years of experience, our ability to integrate sustainability solutions and our depth and breadth of technical knowledge are why organizations choose to partner with us as their trusted advisor. ERM Homepage Accountabilities Monitoring and prioritizing the fulfilment of support requests/incidents Identifying trends and events to ensure quick identification of any emerging problems. Escalating these as appropriate to the team Lead. Maintain day to day Asset management ensuring all assets are updated as per the Asset lifecycle. Ensure that technology policies, procedures, and best practices are implemented and consistently followed. Understand ERM Global practices across Incident Lifecycle (Escalation, Problem Management, Change Management) Responsibilities Main duties Provide effective and efficient support to our users while logging this information in our Service Desk management tool Establish and support workload against the defined SLA matrix schedule Manage and maintain the Request lifecycle through to resolution Provide a high level of customer service both written and verbal Imaging, updating and supporting of ERM’s estate of workstations and mobile devices Installing, updating and supporting ERM’s suite of applications Provide onsite and remote support to all functions and areas of the business Follow Incident and request fulfilment lifecycle processes Record, track, and document the lifecycle of an incident or request, including all successful and unsuccessful troubleshooting steps, and actions taken, through to final resolution Work with 2nd line to test fixes to ensure request has been adequately resolved. Perform post-resolution follow ups to help requests Field incoming requests from users via phone, e-mail, face to face and ITSM tool set in a courteous manner Convey troubleshooting and resolution details in a way is ready to non-technical members of ERM Ensure that ERM IT policies and procedures and best practices are implemented and adhered to, particularly our Request and Incident Management procedures (based on the ITIL standard) Ensure that all calls received are dealt with in a timely and efficient manner. Whilst providing excellent Customer Service Deliver results against set individual and team KPIs Administer and maintain end user accounts, permissions, and access rights Managing small purchases, including raising POs for IT peripherals following ERM’s Purchase and Asset Management Process Deploy and maintain Hardware and Software purchase, installation, upgrade and removal requests Manage and maintain ERM’s Asset Management database entries in line with our Asset Management Policy Person Profile Skills and capabilities Communication: Excellent communication skills-written and verbal (technical & non- technical team members, users, and business representatives of all levels) Teamwork: Seek ideas and inputs of colleagues to make best use of team expertise and improve team performance. Freely shares knowledge and findings with others Ability to work unsupervised, in teams and stand alone Motivated: Determination and motivation to succeed. Has the drive and commitment to see to completion activities. Positivity: Enthusiastic, with a positive 'can-do' attitude Analytical: Identify issues and takes a proactive approach to dealing with them. Ability to effectively prioritize and execute multiple competitor work streams in a high - pressure environment Flexibility: Flexible and adaptable in looks to learning and understanding new technologies