Tech Lead - GSD
in IN - UP - Noida

Job Description

Role purpose and contribution

 

The IT Service Delivery Engineers  are responsible for providing a professional level of basic to intermediate technical support.  Reporting into the IT Global Service Desk Manager, this position is a key customer facing role which provides IT Support Services to Aristocrat staff globally.  These IT Support Services are delivered via a set of agreed processes and service levels. 

Role Accountabilities

Operational

  • Provide a high quality level of support for issues logged via Phone, Ad-Hoc (walk-in) or email for Aristocrat’s internal staff and SOE.

  • Execution and adherence to Aristocrat IT Incident Management, Service Request Management, Problem Management and other IT processes.

  • Ensure documented SLAs are exceeded or met.

  • Basic Active Directory Administration for user accounts and other business applications; Adds, changes & deletions etc.

  • Maintenance of Security & Distribution list membership

  • User administration of customer email accounts.

  • Create, update, escalate and close incident and service requests in Aristocrats’ IT Ticketing System.

  • Perform application installation and configuration.

  • Escalate unresolved issues in a timely and effective manner.

  • Review documented processes and Knowledge Base articles.

  • Ensure responses to customers are professional, timely and effective.

  • Monitoring of Aristocrats Services & Operations Dashboard and performing post-alert/trigger actions

    Functional

  • Work in a 24X7 environment with rotational shift to support Aristocrat employees and IT services globally.

  • Execute all operational processes as required.

  • Action all critical operational and or infrastructure issues accordingly.

  • Compliance and adherence to all IT policies.

    Occupational Health & Safety (OHS) and Compliance

  • Ensures themselves and colleagues abide by OHS regulations for their work site.

  • Demonstrates OHS practices including OHS reporting.

  • Proactively approach OHS with positive lead indicators.

  • Participates & engages in all elements of the Aristocrat Due Diligence framework

  • Zero Compliance breaches.

Job Requirements

Experience & Qualifications

  • College Graduate in Information Technology or a related field is preferred.

  • At least 3 years experience working in an IT Service Desk environment.

  • MCP certification or equivalent is preferred.

  • Experience working in a Global Service Desk or Remote Technical Support for a large enterprise environment.

  • Experience working in support environment structured around ITIL-framework.

     

    Key Competencies

    Technical Skills

  • Technical knowledge of Microsoft Windows OS and applications, Microsoft Office and Desktops/Laptops hardware, basic LAN/WAN networking and essential components of enterprise IT infrastructure.

  • Technical knowledge of Blackberry and Apple technologies for enterprise.

  • Experieince using remote Desktop tools to provide high quality of technical support to global customers.

  • Understanding of ITIL framework and experience supporting global operations in an ITIL-compliant Service Desk environment will be preferred. Should be well-versed with core processes like:

    • Incident Management (knowledge of leading Service Desk Environments like Service Now, Remedy Force; Incident Prioritization, Categorization, Logging, Escalation and Closure processes)

    • Event Management (knowledge of leading Event Monitoring tools like WhatsUp Gold; experience monitoring critical components of enterprise infrastructure like network, storage, virtual and physical servers, critical applications and services)

    • Knowledge Management (Documentation skills)

    • Knowledge of other areas like Access Management, Problem Management, Asset Management and Change Management

  • Should have hands on experience using and troubleshooting:

    • Windows 7 / 8 / 8.1

    • Dell laptops and workstations

    • Leading web conferencing and video conferencing solutions like OpenVoice, LifeSize

    • Desktop Collaboration platforms like Lync and Skype

    • Active Directory (Account Management, Distributions Lists, Security Groups) and Exchange (Mailbox management, Calendar access management and issues)

    • Supporting enterprise applications for Windows Desktop

    • < >

      Mobile Device Management using Airwatch and Blackberry Enterprise Server

    • Enterprise mobility devices (iOS devices, Blackberry, Windows Phone, Surface Pro, Android)

      Desktop/Laptop hardware and peripehrals

    • Enterprise LAN/WLAN/WAN Network

    •  

    • Personal Skills

  • Must be people-oriented with exceptional customer service as well as verbal and written communication skills.

  • Must be able to read, write, speak and understand English.

  • Must have the ability to work on multiple tasks simultaneously in a fast paced environment.

  • Must be able to work well in a team environment.

  • Work with minimal supervision.

  • Must be able to prioritise work effectively.

Aristocrat is an equal opportunity employer, we strongly encourage applications from interested female candidates/applicants.

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