Service Desk Support Engineer

Service Desk Support Engineer

Let’s be unstoppable together!

Circana (formerly IRI and NPD) is the leading advisor on the complexity of consumer behavior. Through unparalleled technology, advanced analytics, cross-industry data, and deep expertise, we provide clarity that helps almost 7,000 of the world’s leading brands and retailers take action and unlock business growth. We understand more about the complete consumer, the complete store, and the complete wallet so our clients can go beyond the data to apply insights, ignite innovation, meet consumer demand, and outpace the competition.

At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities (with us you can always bring your full self to work). Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Learn more at www.circana.com

What will you be doing?

This role will see you operate 24/7 which includes weekdays and weekend support.

Functional Area: Incident and Service Management

Mandatory Skills:

• Great communications Skills – written and verbal English skills
• Good Knowledge on AD
• Good outlook troubleshooting skills
• Basic knowledge on network related issues
• Troubleshooting technical problems involving software, operating systems, and applications
• Participate in a periodic 24x7 on-call rotation, which can include planned weekend work.
• Understanding of Production processes (i.e., Production Operations, Incident & Problem Management, Change Management, Escalation Management, RCA) - ITIL
• Possess the combination of technical, strong communications with very strong client management skills.

Preferable Skills:

• Good communication skills
• Experience in customer handling/customer skills
• Excellent in understanding the escalation path and meet SLA’s.
• Excellent Multitasking Skills, Team Player & Knowledge Sharing Skills.
• Proactive initiative with good problem-solving skills
• Communicate well with other administrators and end users.

Key Responsibilities:

• Documenting processes and maintaining service desk records.
• Answering incoming IT questions from clients and staff in person, over the phone or remotely
• Organize and maintain file systems to monitor and track user complaints and problems.

Circana Behaviors

As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role:

• Stay Curious: Being hungry to learn and grow, always asking the big questions
• Seek Clarity: Embracing complexity to create clarity and inspire action
• Own the Outcome: Being accountable for decisions and taking ownership of our choices
• Center on the Client: Relentlessly adding value for our customers
• Be a Challenger: Never complacent, always striving for continuous improvement
• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect and integrity
• Commit to each other: Contributing to making Circana a great place to work for everyone

Location

This position can be located in the following area(s): Bangalore