L1 / L2 / IT Held Desk Specialist - Service Desk Support (1-3 Years)

Location - Mumbai, India

Job Purpose

As a Service Request Support Specialist, your primary role will be to provide technical and functional support to company end-users to address their service requests. You will be responsible for handling user requests related to IT services, troubleshooting technical issues, and coordinating with other team members to ensure efficient and timely assistance.

Key Responsibilities

• Providing technical and functional support to end-users to address their service requests.
• Diagnosing and resolving issues related to service requests.
• Collaborating with other team members to ensure efficient resolution of requests.
• Assisting users in understanding and effectively using IT services.
• Escalating and following up on requests with second- and third-line support as needed.
• Participating in testing and quality assurance of custom-built applications and integrations.
• Ensuring users adhere to established governance policies and standards.
• Participating in root cause analysis and incident reporting.
• Identifying, diagnosing, and resolving incidents within target SLAs.
• Maintaining or improving internal customer satisfaction scores.

Deliverables:

• Structured and systematic analysis of service requests.
• Structured and systematic analysis of incidents.
• Timely resolution of service requests within agreed SLAs.
• Maintenance and creation of new documentation in the ICT knowledge base.
• Redaction of documentation in the internal knowledge base and/or customer-facing Help Portal.

Education & Experience

• Bachelor of Engineering.
• 1-3 Years of relevant experience.

Certifications:

• ITIL Foundation desired / Minimum should have the knowledge of ITIL standards

Background, Skills and Competencies

Soft skills:

• Excellent problem-solving skills
• Good oral and written communication skills
• Customer and service oriented
• Team player, sharing information spontaneously
• Pragmatic and solution-oriented Organized and rigorous 
• Available and flexible
• Autonomous, self-taught, responsible

Technical skills:

• Computer technician or equivalent experience
• At least 3 years' experience in a similar role in an internationally distributed organization.
• Fluency in English (spoken and written)
• Good knowledge of Office 2021, 365
• Good knowledge of Windows 10, 11
• Good knowledge of PC hardware and peripherals
• Proficiency in managing users, computers and groups in Active Directory and Azure Active Directory.
• Proficiency in managing email addresses and shared mailboxes and distribution lists in Exchange On-Premises and Online.
• Good knowledge in Microsoft 365 administration (Teams, Sharepoint Online, Onedrive)

Considered an asset

• Windows Server
• System Center Configuration Manager
• Basic routers and switches
• ITIL
• Atlassian suite (Jira, Confluence
• Experience in providing technical support to European clients.
• Fluency in French and English, both written and spoken.

Who We Are     

John Cockerill India Limited an ISO 9001:2015 engineering company – formerly CMI FPE Limited was incorporated on May 28, 1986. The Belgian group Cockerill Maintenance & Ingénierie (CMI) now known as John Cockerill completed the acquisition in June 2008. John Cockerill India is the Indian entity of John Cockerill Group.

‘John Cockerill India Limited.’ John Cockerill Industry’s Indian hub and center of excellence for cold rolling mill complexes, is the world leader in the conception, manufacture, and installation of reversible cold rolling mills. It has developed a wide range of technologies in the field of processing lines, rolling mills, thermal and chemical processes. It also supplies auxiliary steel treatment equipment. John Cockerill India offers the entire product portfolio of John Cockerill Industry and is coordinating the whole range of its activities including, but not limited to local engineering, sourcing and manufacturing. As an international specialist in industrial processes and technologies, John Cockerill Industry designs, supplies and modernizes cold rolling mills, processing lines, chemical and thermal treatment installations for the steel and the non-ferrous industry, as well as state-of-the-art heat treatment technologies for the aviation, forging and casting industry, and hydrometallurgical processes for the extraction of ores. 

John Cockerill India complements John Cockerill’s strategy for growth with minimal overlaps in products and a versatile range of technology synergies. John Cockerill India is a preferred partner to supply thousands of innovative solutions for clean, reliable and efficient Equipments worldwide.

Based on decades of experience and successfully running references all over the world, John Cockerill Industry not only supplies greenfield and brownfield installations and equipment’s, but also provides the related services, as well as training and technical assistance. John Cockerill India's reliable and cost-effective, yet innovative solutions are always adapted to the specific needs of each and every customer.

The Company's workshop in Taloja is equipped with state-of-the-artwork centers and ensures in-house equipment production, assembly and fabrication activities that conform to the most stringent international quality and safety standards.

John Cockerill India has at its helm, a team of professional managers with international experience who are committed to taking the Indian subsidiary to new heights of excellence. John Cockerill India has a global footprint across Asia, Africa, Middle East, Europe, North America, and South America, Russia and therefore complements John Cockerill’s global presence. John Cockerill India has its head office in Mumbai and two workshops outside Mumbai. The Indian entity is ISO 9001:2015 certified and employs over 500 people.

Our vision is to exceed customer expectations by delivering quality products and services in time and at competitive prices. Because each project is unique, every project has its own project management team. The customer benefits from the expertise of highly qualified specialists who have an international experience with a deeper knowledge of the customer’s environment.

The Group’s ambition is to be the leading industrial partner of international customers, to design equipment and develop its overall performance through a combination of expertise in maintenance and engineering.

The Group’s capabilities lie in Design & Engineering, Manufacturing, Erection & Commissioning and After Sales & Support.

Thanks to the cumulated experience in Engineering and Maintenance, John Cockerill India is able to assist its customers in achieving the overall performance optimization of their equipment, from their design phase to the end of their service life through Tailor-made solutions, Optimization of cost, Local relationship, Advanced training & Unique complementarities of solutions and areas of excellence.

Equal Opportunity Employer              

John Cockerill and all John Cockerill Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law.