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IT Support Analyst - Mumbai, India

Since selling our first timepiece in 2011, Daniel Wellington has evolved into a global phenomenon who has disrupted an entire industry. Continuously challenging and innovating, Daniel Wellington is an exciting and vibrant brand; striving to enrich the lives of our customers with timeless style. When you join us, you are joining a brand that will give you the guidance and tools to develop and succeed.

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

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.

WHAT YOU WILL DO

· 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.

As a member of the DW team, you are a part of an inclusive and diverse workplace, where we want you to be yourself. You are given the opportunity to make an impact and directly contribute to our success. Along with continuous learning, you will have the chance to work and interact with people from all over the world, and together we create a world class company. Situated in Mumbai, you will join a vibrant and driven workplace. Are you ready for the time of your life? Join our movement.

Join the movement

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

DW LIFESTYLE

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.

We expect you to come in, take ownership of your area of responsibility, and bring it to new levels. 

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