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Job Details

HelpDesk Specialist(HDS)

Company: Pharm-Olam International
Location: Bangalore, India
Reference: HDS/INDIA 020116SS
Closing Date: 17 Nov 16
Type: Full Time
Salary (£): Negotiable

Job Summary:

Under close supervision, performs various user support tasks of moderate difficulty. Primarily responsible for level 1 support, via telephone and personal of office based and regional (remote) staff.


Under close supervision, performs various user support tasks of moderate difficulty. Primarily responsible for level 1 support, via telephone and personal of office based and regional (remote) staff. Responds to inquiries and requests for assistance with the organization's computer systems or PC's. Identifies problems, troubleshoots and provides advice to assist users in regards to company supported applications including but not limited to: network password and access issues, remote access, email, voice communications, conferencing (web and audio). Coordinates with other IS areas to resolve or escalate problems if necessary. This position may involve supporting multiple locations and locations in other countries. Responsibilities and objects may be subject to modification as needed.

Key Responsibilities:

User support

Provide timely resolution of user issues, or escalate issues to level 2 support as appropriate.
Assists in user support at the location(s)/country(s) assigned.
Anticipates future needs, identifies and communicates proactive solutions to satisfy needs to line manager.
Enters help desk tickets into on-line tracking mechanism, and ensures each ticket is resolved, documented, and closed to users satisfaction in a timely manner.
Provide support to users outside normal working hours, as needed, to ensure staff are productive.
Provision and deploy new computers and telephones as necessary.

Asset Management

Responsible for keeping updated inventory of all IT related assets; enters new items into asset system as received, and performs periodic inventories as requested. Utilizes local IT budget usage as appropriate
Communication Ensures department/management is well informed, at all times, of changes and news worthy events within the department. Effectively communicates relevant IT-related information to superiors.


Achieves excellence in all areas of business.
Champions change and effectively manage the implementation of new ideas.


Reinforces team approach throughout practice both on client projects and internal initiatives.
Supports and solicits input from team members at all levels within the department.

Client Management

Continually defines ways to increase internal client satisfaction and deepen client relationships.
Maintains lasting internal client relationships

Internal Operations

Lends expertise to internal teams and task forces.
Reviews and conforms to Standard Operating Procedures. Provides input to changes/modifications needed as appropriate.

Working Relationships:

Report to Director/Manager – IT or Sr. Network Administrator
May supervise other IT staff on a limited/project basis
Collaborate with team members

Education Requirements and Qualifications:

Minimum experience of 1 years IT Network Administration, or with approval of Global Director - IT
Good presentation and communications skills
Knowledge of a wide variety of network and PC operating systems and Off-the-Shelf applications.
Knowledge of a wide variety of hardware platforms and voice/data communications systems.

Apply for this job: HelpDesk Specialist(HDS)

Contact Information:

Address:  Pharm-Olam International
The Brackens, London Road, Ascot, Berkshire
Tel:  +44 (0) 1344 891121
Fax:  +44 (0) 1344 890335
Website:  Visit Our Web Site

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