Associate

JOB

• GUS Education India (GEI) is the education arm of Global University Systems, a leading European Education conglomerate. Established in 2017, GEI boasts a portfolio of over 35 Institutions and collaborates with prestigious universities and institutions worldwide, offering educational services that enhance their operations and impact.

Nature of The Job

• The Associate is an entry-level role supporting day-to-day IT operations with low complexity and minimal individual accountability. Working under close supervision, the Associate assists in handling basic technical issues via calls, emails, and tickets, supporting users with routine troubleshooting and service requests. It offers a strong foundation in IT support, focusing on learning, collaboration, and delivering prompt, customer-friendly service.

Job

• The Associate is responsible for providing first-line technical support through calls, emails, and ticketing systems, ensuring prompt resolution or escalation of routine IT issues. The role supports effective incident logging, categorization, and prioritization, while also assisting in basic data-related tasks such as SQL extraction and Power BI dashboards. Operating under close supervision with low individual accountability, the position is essential for maintaining service quality, enhancing user satisfaction, and contributing to the overall efficiency of IT operations.

Organizational Structure

• Develop and maintain effective relationships with students, tutors, external visitors, colleagues, suppliers, and other stakeholders to ensure they are dealt with in a professional manner.
• Actively monitor TopDesk, e-mail, telephone, and all other call reporting channels for messages and respond in a professional and timely manner to calls from all customers.
• Categorize, prioritize, and assign tickets as per defined procedures.
• To relate complex technical information to customers with varying levels of technical understanding in English via telephone and email.
• To efficiently and accurately log incidents received via phone, email. And through proactive service resolve issues on first contact, thereby facilitating prompt restoration of service.

Teamwork

• Support colleagues to provide an efficient, flexible, proactive customer-focused service.
• Sharing insights and solutions to common technical issues with their colleagues, creating a collaborative environment for problem-solving.
• When an issue cannot be resolved at the first level of support, an IT Service Desk Trainee reaches more senior technical staff to escalate and resolve the problem. Teamwork is crucial in ensuring that the critical incidents are handled smoothly.
  

Team Management

• Not Applicable

Professional Skills

• Understanding of computer systems, networks, software, and hardware components (e.g., printers, servers, desktops) is fundamental along for an ITSD Analyst.
• Should possess a combination of technical expertise and good communication skills to ensure smooth process execution without the need for escalations.
• Keep up to date with the latest IT knowledge and trends.
• Take part in any IT training on existing or new systems for the University to improve personal development skills.
• Understanding the ITIL framework and following best practices for logging, tracking, and resolving incidents.
• Multitasking: Managing multiple service requests along with other IT Tasks simultaneously without compromising on the quality of support.

Additional tasks

• Demonstrates the ability to methodically prioritize tasks and manage conflicting priorities in a calm, reliable, and punctual manner.
• Ability to deal with frequent interruptions to tasks.
• Flexibility in working hours required includes weekends and changes in shift at short notice.

KRAsKPIsDuplicate Calls/Total Number of calls answered vs missed

• A high FTF rate and Total Number of Calls indicates that the service desk agents are skilled and knowledgeable enough to address issues without the need for escalation or additional follow-up.
• Adhering to schedule to reduce the number of abandoned and missed calls.
• Call Abandon rate should not exceed 1%.

Ticket Documentation & Call Quality

• Focusing on comprehensive ticket documentation and ensuring high call quality, effectively addressing user issues, enhancing customer satisfaction, and optimizing overall support operations.
• Ensuring high call quality, effectively address user issues, and optimize overall support operations.

Average response time to customer queries

• Ensure timely initial responses to customer incidents and service requests in accordance with SLA requirements to maintain high levels of customer satisfaction and operational efficiency.
• An IT Service Desk Analyst is expected to provide an initial response to the customers based on Priority of the incidents created (P1, P2, P3, P4) as per the SLA.

Mean time to resolve (MTTR) critical incidents

• The critical incidents should be resolved within a Mean Time to Resolve (MTTR) of

  four (4) hours

  , calculated over a calendar month.
• The MTTR metric includes only business hours.

L& D

• Constant upskilling and learning through classroom or other platforms.

Customer support satisfaction rating

• Ensure high levels of customer satisfaction by delivering prompt, and effective support for IT incidents and service requests.
• Maintain a minimum average Customer Satisfaction rating of 4 out of 5 positive responses.

Desired ProfileQualification

• Degree or Equivalent in relevant IT subject or relevant IT experience.

Skills

• Proficient in ITIL-based service management (Incident, Problem, Change Management).
• Technical expertise in SCCM, PowerShell, Active Directory, Group Policy, Office 365, and SharePoint.
• Strong troubleshooting skills across Windows OS (7/8/10), Microsoft Office suites, web browsers, and AV equipment.
• Skilled in supporting mobile devices including Android and iOS platforms.
• Effective communicator with strong documentation, time management, and organizational abilities.
• Detail-oriented, adaptable under pressure, and capable of working independently or as part of a team.

Relevant

• Experience in 1st and 2nd line IT support roles, ideally within academic or legal environments.
• Familiarity with ITIL-aligned service desk operations and escalation procedures.
• Hands-on experience resolving issues related to hardware, software, and network connectivity.
• Provided support through various channels including calls, emails, and ticketing systems.
• Involved in documenting technical processes and contributing to internal knowledge base

GUS Values

• GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.
• There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality, diversity, health, safety policies of the company.

Benefits

• At GUS Education India, GEI we truly believe that diverse culture, backgrounds, and experiences drive innovation.

• This role is a full-time position with a competitive salary and benefits package.

• The company offers comprehensive medical insurance to its employees, which includes hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation.

• To make the daily commute easier, safer, and less stressful, the company provides cab facilities to its employees to and from the workplace within 30 kilometres radius.

• The company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered, which includes 5 days of medical leave, 5 days of casual leave, 24 days of earned leave, 1 day of Happiness Leave, apart from 10 days of statutory leave, totalling to 45 days time off in a year.

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