IT Service Desk Agent

About The George Institute

The George Institute for Global Health was established in 1999 with a mission to improve the health of millions of people worldwide, particularly underserved populations, by challenging the status quo and using innovative approaches to prevent and treat the world’s biggest killers: non-communicable diseases and injury.

With offices in Australia, China, India and the UK, our 700+ people support 245+ active projects and clinical trials across 50+ countries, with 400+ more staff across our social enterprises. We focus on the global health challenges that cause the greatest loss of life, the greatest impairment of life quality and the most substantial economic burden, particularly in resource-poor settings.

Together with our academic partners, UNSW Sydney in Australia, Manipal Academy of Higher Education in India and Imperial College London in the United Kingdom, we work with a global network of collaborators, undertaking clinical, population and health systems research.

Our experts are among the most cited globally, bestowed accolades for excellence and innovation, and regularly participate in policy fora. Our research is published in leading academic journals, referenced in policy documents, and recognised for its excellence, innovation and impact. We are designated a WHO Collaborating Centre (WHO CC) for Injury Prevention & Trauma Care, and a WHO CC for Population Salt Reduction. Since 1999, we have raised more than $1 billion for research and produced over 10,000 peer-reviewed publications and other academic outputs.

What we do

• Lead world-class, large-scale clinical trials, epidemiological studies and health systems research to transform treatments and healthcare delivery.
• Look beyond single diseases, across the life course, to identify patient-centred approaches to care that can be implemented at scale.
• Develop low-cost, innovative solutions to global unmet needs.
• Drive our global impact through a program of research, advocacy, thought leadership and disruptive social entrepreneurship.

For more information about The George Institute, visit www.georgeinstitute.org. 

The George Institute India

The George Institute, a wholly owned legal not-for-profit Indian research institute, has been conducting research related activities in India since 2002. The George Institute India’s mission mirrors that of the parent organization, namely the discovery and implementation of solutions to chronic and disabling health problems through research, policy development and capacity building.

A number of large-scale projects in population, health systems and clinical research, funded by a diverse group of sponsors, both public and private, are conducted in India. The George Institute India comprises two distinct operating groups: Research and Development, and Infrastructure and Resources. It has two separate offices - in Hyderabad and New Delhi, where the research staff and senior management are based.

Context and Role

A Global IT Team is a group of professionals responsible for managing and supporting the information technology infrastructure and services of an organization on a global scale. This team is crucial for ensuring seamless communication, collaboration, and the efficient functioning of IT systems across different locations and time zones.

An IT Service Desk Agent plays a crucial role in the IT support structure of an organization. They are often the first point of contact for employees seeking technical assistance and are responsible for resolving or escalating issues in a timely manner.

ROLES:

• Service Desk Agent provide frontline support to end-users. They assist with technical issues, troubleshoot problems, and offer guidance on the use of IT systems, applications, and hardware.
• Agent use ticketing systems to log and track user issues. They prioritize and categorize tickets, ensuring that urgent problems are addressed promptly while also managing a queue of ongoing tasks.
• Agent work to diagnose and resolve technical problems. This may involve remote assistance, guiding users through solutions, or escalating complex issues to higher-level support teams.
• Service Desk Agent contribute to and utilize a knowledge base that documents common issues and solutions. This helps in providing consistent and efficient support and serves as a resource for both analysts and end-users.
• Effective communication is key. Analysts need to convey technical information in a user-friendly manner, ensuring that users understand the solutions or steps to resolve their issues.
• Agent actively participate in the improvement of IT services by providing feedback on recurring issues, suggesting process enhancements, and staying updated on new technologies and solutions.

In summary, while the Global IT Team focuses on the broader management and strategic aspects of an organization's IT infrastructure, the Service Desk Analyst plays a critical role in providing direct support to end-users, resolving day-to-day technical issues, and contributing to the overall efficiency of IT services.

Reporting Relationships

Directly reports to Lead - IT Service Desk (India)

Duties and Key Responsibilities

• Deliver 1st and 2nd level IT support to staff, in alignment with all IT policies, standard operating procedures, work instructions and ITIL principles. (The majority of this will be delivered to remote staff, assisted by remote support technology.)
• Monitor and administer assigned Service Desk ticket queues, take timely action to ensure requests are addressed and escalate where required to maintain adherence to SLAs. Maintain clear and accurate ticket notes, asset records and other documentation.
• Own the customer relationship for assigned tickets, ensuring timely, clear, professional communications and high levels of customer satisfaction. 
• Resolve issues within own level of knowledge and/or standard solutions.  Work with other Global IT resources where additional support and expertise is required.  Help L3 be more productive by capturing all relevant request details before escalating issues to L3.  Keep customer informed of progress with timely updates to tickets.
• Support AV for events and meetings, including Microsoft Teams, Zoom and associated equipment.
• Perform laptop maintenance and administration tasks as directed.

As a Team Member:

• Participate in special projects to improve processes, tools, systems and organisation.
• Take responsibility for personal learning and development and for setting achievable and meaningful work objectives and managing personal targets, meeting obligations of The Institute’s Performance Management and Development Policy.
• Demonstrate commitment to The Institute’s organisational values, including performing to an exceptionally high ethical standard and focus on integrity, collaboration and teamwork in all efforts.

Work, Health and Safety

• Comply with GI’s Work Health and Safety Policy and related procedures, and similar policies which apply when visiting the premises of affiliates and collaborating sites.
• Promote and contribute to a safe, secure environment for staff and visitors.

Skills, Knowledge and Experience

• Qualification required: Any graduate / B. Tech / BCA or Masters.
• Experience required: 2-3 years
• Experience supporting Windows 10/11 and Microsoft Office.
• Should have good knowledge of Windows 10 / Office and good problem-solving skills
• Good PC hardware skills and basic networking knowledge.
• Excellent written and verbal communication skills. Ability to communicate with staff at all levels of the organisation. Excellent customer service and support skills.
• Excellent organisation, time management, attention to detail and problem-solving skills.
• Adaptability and flexibility to handle ambiguous conditions and changing priorities.

Desirable

• Experience in IT support services (Service Desk) following ITIL processes.
• A tertiary qualification in Computer Science or a related field.
• ITIL and/or Microsoft Certifications.

For more details, please see the Position Description for this role.

How to apply:

Interested candidates should send their resume with full contact details, current and expected CTC/salary. Clearly mentioning the job title “IT Service Desk Agent” in the subject line to hrindia@georgeinstitute.org.in by the 27^th October 2024.

Our big and bold mission to improve the health of millions of people worldwide needs a diverse and innovative team to deliver it.  So we foster a dynamic, inclusive and flexible workplace where each individual can bring their best selves to work.

Everyone is encouraged to apply, including people from culturally and linguistically diverse backgrounds, people with a disability, people of all gender identities and sexual orientations, and mature-aged adults.