Gurgaon, Haryana, India
Responsible for delivering high-quality service that improves the overall colleague experience.Provide support for IT-related incidents and requests, ensuring agreed Service Levels are met, colleague expectations are managed and key targets are achieved.Contribute to the continual improvement of service delivery across all channels of colleague communication.
DISCOVER your opportunity
What will your essential responsibilities include
- Contribute to and promote a culture of outstanding service while delivering an excellent colleague experience across all areas of IT engagement.
- Act as a point of contact for colleague issues through walkup providing exceptional service in all colleague interactions.
- Supply desk-side support for all AXAXL colleagues across a range of technologies, including asset and hardware management, infrastructure, printing/scanning, mobile devices, audio and video conferencing, business applications, etc.
- Perform assessment, triage, research, and resolution of basic incidents and requests.
- Engage other support teams or appropriate third-level service resources to resolve incidents beyond the scope of ability or responsibility.
- Take ownership of colleague issues and communicate progress promptly.
- Identify service improvement opportunities for key service management stakeholders.
- Work with Incident and Problem management teams on individual proactive and reactive issues as necessary.
- Grow general knowledge of IT and business systems, increasing ability to resolve issues on first contact.
- Maintain inventory and track records of all types of hardware.
- Excellent verbal and written communication skills in English, particularly with regard to internal control findings. A good team player, able to work with high standards of integrity, professionalism and commitment to deadlines.
You will report to the APAC Regional Deskside Support Manager.
SHARE your talent
We're looking for someone who has these abilities and skills:
Required Skills And Abilities
- Experience on the Deskside Support.
- Outstanding customer service skills and a customer first mentality are a must.
- Advanced knowledge of IT principles and most supported systems and basic understanding of less commonly used systems.
- Robust technical knowledge and working experience with Microsoft products including email, Client, Server, Network and Telephony technologies, Mobile Computing, Directory Services, and overall understanding of infrastructure, desktop, asset management and applications technologies.
- Excellent verbal and written communication skills.
- Ability to build Robust relationships with key stakeholders across the organization.
- Ability to think logically to analyze, troubleshoot and resolve complex issues.
- Must be professional, courteous, and enjoy working with people; critical thinking, creativity, and resilient judgment are expected.
- Robust interpersonal skills and the ability to work within a team.
- Ability to work in a fast-paced, high-pressure work environment.
- Robust ability to multi-task and work on tasks and projects while being interrupted by colleagues requesting support; ability to constantly re-prioritize tasks is a must.
- Bachelor's degree or relevant experience required.
- ITIL Foundations/Intermediate certifications would be an added advantage.
Desired Skills And Abilities
- Ability to build effective working relationships across all areas of the business and IT.
- Cooperation and collaboration with peers to jointly improve the way service is delivered.
- Collaboration with Service Managers and Service Control to identify service improvement opportunities.
- End-to-end ticket ownership, and overall process improvement.
- Achievement of standard service levels, both individually and as part of a team.
- Make sure personal interactions deliver outstanding colleague satisfaction as demonstrated through high colleague satisfaction survey results.
- Respond to colleague contacts and escalations within agreed timelines.
- Illustrate incremental increase in baseline SLA adherence and first-line resolution rate.
FIND your future
AXA XL, the P&C and speciality risk division of AXA, is known for solving complex risks. For mid-sized companies, multinationals and even some inspirational individuals we don't just provide re/insurance, we reinvent it.
How By combining a comprehensive and efficient capital platform, data-driven insights, leading technology, and the best talent in an agile and inclusive workspace, empowered to deliver top client service across all our lines of business property, casualty, professional, financial lines and speciality.
With an innovative and flexible approach to risk solutions, we partner with those who move the world forward.
Learn more at axaxl.com
Inclusion & Diversity
AXA XL is committed to equal employment opportunity and will consider applicants regardless of gender, sexual orientation, age, ethnicity and origins, marital status, religion, disability, or any other protected characteristic.
At AXA XL, we know that an inclusive culture and a diverse workforce enable business growth and are critical to our success. That's why we have made a strategic commitment to attract, develop, advance and retain the most diverse workforce possible, and create an inclusive culture where everyone can bring their full selves to work and can reach their highest potential.
It's about helping one another and our business to move forward and succeed.
- Five Business Resource Groups focused on gender, LGBTQ+, ethnicity and origins, disability and inclusion with 20 Chapters around the globe
- Robust support for Flexible Working Arrangements
- Enhanced family-friendly leave benefits
- Named to the Diversity Best Practices Index
- Signatory to the UK Women in Finance Charter
Learn more at axaxl.com/about-us/inclusion-and-diversity . AXA XL is an Equal Opportunity Employer.
Sustainability
At AXA XL, Sustainability is integral to our business strategy. In an ever-changing world, AXA XL protects what matters most for our clients and communities. We know that sustainability is at the root of a more resilient future. Our 2023-26 Sustainability strategy, called Roots of resilience, focuses on protecting natural ecosystems, addressing climate change, and embedding sustainable practices across our operations.
Our Pillars
- Valuing nature: How we impact nature affects how nature impacts us. Resilient ecosystems - the foundation of a sustainable planet and society are essential to our future. We're committed to protecting and restoring nature from mangrove forests to the bees in our backyard by increasing biodiversity awareness and inspiring clients and colleagues to put nature at the heart of their plans.
- Addressing climate change: The effects of a changing climate are far-reaching and significant. Unpredictable weather, increasing temperatures, and rising sea levels cause both social inequalities and environmental disruption. We're building a net zero strategy, developing insurance products and services, and mobilizing to advance thought leadership and investment in societal-led solutions.
- Integrating ESG: All companies have a role to play in building a more resilient future. Incorporating ESG considerations into our internal processes and practices builds resilience from the roots of our business. We're training our colleagues, engaging our external partners, and evolving our sustainability governance and reporting.
- AXA Hearts in Action : We have established volunteering and charitable giving programs to help colleagues support causes that matter most to them, known as AXA XL's Hearts in Action programs. These include our Matching Gifts program, Volunteering Leave, and our annual volunteering day the Global Day of Giving.
For more information, please see axaxl.com/sustainability.
Flexible Work Eligible
Flexible Work Schedule
AXA XL is an Equal Opportunity Employer.
Location
IN-HR-Silokhera Gurgaon
Job Field
Information Technology
Schedule
Full-time
Job Type
Standard
