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IT Support Analyst, Mumbai

Daniel Wellington is a Swedish company with offices located all around the world. We are a truly global brand that has sold to almost every country worldwide. We have since our inception in 2011 challenged the watch industry by going our own way and we are always looking for brilliant people that want to grow together with us. We give you the possibility to influence, take ownership, and be a part of a journey that only just begun.

If you would like to contribute to our global movement, here is how you can help us to engage the world.

WHAT YOU WILL DO

  • We’re now looking for new IT support analyst for our upcoming service desk, that can provide world-class support to our internal users, of whom are located in offices and retail stores around the world. We are a fast-growing company which sets high standards for the IT support team to support the business requirements and to deliver desired results within the right time frame.
  • The analyst will be focusing on the day-to-day operations and communication with the internal teams but also, end-users ensuring positive customer experience and satisfaction throughout the ticket process.
  • The position will give you an opportunity to develop your own technical skill and to work both individually and as a part of a global team. We work with the latest technology and strive to maintain a modern and efficient working method.
  • Primarily provide remote support and respond to user issues and requests in a predominantly Apple Mac environment.
  • Daily work in our ticket and asset management tool Samanage using the ITIL framework.
  •  Initiate first ticket diagnosis,categorization, prioritization, resolution and escalation.
  • Take ownership of problems and follow up the status of problems on behalf of the customer and communicate progress in a timely manner.
  • Maintain, provide, remove and restrict user access from services and systems.
  • Work accordingly to agreed service levels within defined time frames.
  • Adhere to quality standards, regulatory requirements and company policies.
  • Monitoring global IT infrastructure, identify and resolve issues, escalate to proper specialist team or function.
  • Handle maintenance of documentation, processes and flows.

WHAT YOU KNOW

  • You have experience in supporting OS X and Windows-based systems.
  • You have a basic understanding of network principles and terminal use.
  • Relevant certifications such as ITIL v3, Windows OS.
  • You articulate yourself well in English, vocally and in writing.
  • Experience with current systems and applications (Office 365, JIRA, Confluence, Samanage/ServiceNow, Active Directory, NAV, Sophos, TeamViewer etc).

WHO YOU ARE

  • You are an analytical trouble-shooter and a fast learner.
  • You have a relevant background within IT support, preferably from service
    desk and first line work.
  • You have a strong customer service approach, got great follow-up skills and a strong desire to help users solve technical problems.
  • This position will eventually change to shift work, which means working hours could also be scheduled for night time. For this reason, we expect you to take that into consideration before you apply.
  • Willingness to travel when needed and be as a backup for IT support specialist and support team globally.

THIS IS #LIFEATDW

As a member of the DW team, you are a part of an inclusive and diverse workplace, where we want you to be yourself. In addition to great benefits, you will get the chance to work in a global fast-paced and rapid-growing environment, constantly provided with new and exciting challenges. We take pride in building almost everything in-house, are all about constant learning and with that finding our own way of doing business. You will spend your days in collaborative and dynamic office with a highly skilled team, do great work, and have fun while doing so. Are we ticking your boxes?

Or, know someone who would be a perfect fit? Let them know!

Mumbai


Mumbai Directions

THIS IS #LIFEATDW

In addition to great benefits, you will get the chance to work in a global fast-paced and rapid-growing environment, constantly provided with new and exciting challenges. We take pride in building everything in-house, are all about constant learning and with that finding our own way of doing business. 

You will spend your days in collaborative and dynamic offices with a highly skilled team, do great work, and have fun while doing so.

 

Already working at Daniel Wellington | IMEA?

Let’s recruit together and find your next colleague.

email
@danielwellington.com
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