Job Description

Your Title: IS Help Desk Technician
Job Location: Chennai, India
Our Department: Corporate Information SystemsDo you enjoy helping others and working in a close-knit team environment?
What You Will Do
You will be responsible for the day-to-day operational activities of Help Desk support covering first
line support for all worldwide Trimble offices. You\xe2\x80\x99ll be responsible for screening, referring,
diagnosing, troubleshooting, and resolving internal inquiries and work requests as they relate to the
maintenance and support of personal computers, basic networking, and software applications. You
will work on troubleshooting, identifying, and resolving problems for PCs, Macs, mobile devices,
software applications and workstation/network communications interfaces.
\xe2\x97\x8f Attending telephone support requests from worldwide Trimble employees.
\xe2\x97\x8f Monitoring and responding to Trimble internal employee requests for help in the Jira Service
Desk ITSM application.
\xe2\x97\x8f Maintenance of diagnostic & user information in the Help Desk database.
\xe2\x97\x8f Gather customer information and determine the issue by elevating and analyzing symptoms.
\xe2\x97\x8f Follow standard processes, procedures and policies.
\xe2\x97\x8f Resolve user problems independently or in conjunction with other Help Desk staff, and when
necessary escalate problems to other IS staff and resources timely and effectively.
\xe2\x97\x8f Responsible for Help Desk ticket response and resolution time.
\xe2\x97\x8f Fulfills ticket requests by completing the transaction or forwarding the requests.
\xe2\x97\x8f Ensure that any faults associated with desktop computers are remedied in the shortest time
possible with the least disruption for the user. This includes system hardware problems,
operating system problems, supported application configurations and basic network
connectivity issues.
\xe2\x97\x8f Attend meetings with peers, other IS staff, IS management and business group managers
and employees in support of end users and the corporate IS infrastructure.
\xe2\x97\x8f Create knowledge base documents.
\xe2\x97\x8f Follow up and make scheduled callbacks with the customer where necessary.
What Behavioral Characteristics You Will Bring
\xe2\x97\x8f A customer service focus with solid phone skills and excellent written communications
skills.
\xe2\x97\x8f Exemplary attendance and punctuality.
\xe2\x97\x8f Customer Service: demonstrate the ability to respond with a high degree of urgency to the
needs & requests of others, internally and externally. Understand the impact of their work on
others.
\xe2\x97\x8f Personable and able to deal with a wide range of customers with different skill levels in a
positive and friendly manner.
\xe2\x97\x8f Understand safety policies and actively promote safe practices in the workplace.
\xe2\x97\x8f Maintain constructive relationships and demonstrate respect for everyone contacted.
\xe2\x97\x8f Deal constructively with conflict, focus on the situation, issue or behavior, and not on the
person by diffusing situations before conflicts arise. Resolve conflicts by directly and
actively promoting and gaining cooperation from others.
\xe2\x97\x8f Consistently provide ideas, opinions, or information in an articulate, professional way.
\xe2\x97\x8f Actively listen to others and demonstrate understanding of other points of view.
\xe2\x97\x8f Willingness and ability to adjust to changing conditions or priorities.
\xe2\x97\x8f Take the initiative to identify and act on problems and lead by example.
\xe2\x97\x8f Consistently make decisions that resolve problems.
\xe2\x97\x8f Must have a demonstrated track record of excellent customer service delivery.
\xe2\x97\x8f Must have the ability to work successfully with little supervision.
\xe2\x97\x8f Update knowledge by participating in educational opportunities.
\xe2\x97\x8f Willing to work on shifts including a night shift.
\xe2\x97\x8f Position requires use of a Headset / Microphones.
What Skills & Experience You Should Bring
\xe2\x97\x8f 1-3 years of experience or fresh graduate in computer science.
\xe2\x97\x8f Excellent English language skills, both written and verbal.
\xe2\x97\x8f Ability to speak and write clearly and accurately in English.
\xe2\x97\x8f Multilingual ability with the European language is a plus.
\xe2\x97\x8f Effective listening skills.
\xe2\x97\x8f Basic knowledge on computer hardware and its operating systems.
\xe2\x97\x8f Basic knowledge on Microsoft office and mail clients.
\xe2\x97\x8f Must be able to solve problems by exploring alternatives and selecting the appropriate
solution.
\xe2\x97\x8f Certification in Windows / Mac / Linux is an added advantage.
\xe2\x97\x8f Basic Networking knowledge.
\xe2\x97\x8f Basic Knowledge on electronic equipment, and computer hardware and software, including
applications and programming.
\xe2\x97\x8f High level of analytical thinking to solve problems with an understanding of technology and
an ability to ask the right questions and apply solutions to business problems.
\xe2\x97\x8f Does well with minimal \xe2\x80\x9chands on\xe2\x80\x9d training and can pick up new skills quickly and can \xe2\x80\x9ctake
the ball and run with it\xe2\x80\x9d.
\xe2\x97\x8f Ability to multi-task and can handle frequent interruptions.
\xe2\x97\x8f Can consistently follow protocol and instructions.
\xe2\x97\x8f Can work independently with little management direction.
\xe2\x97\x8f Actively looking for ways to help people.
\xe2\x97\x8f Touch Type keyboarding skills required.
\xe2\x97\x8f Any certification on Operating systems, hardware, or IT process is a plus.About Your Location
Trimble Chennai has just opened a new 300,000 square feet state-of-the-art facility that has a seating capacity of nearly 2,000 staff. The Chennai facility is one of Trimble\xe2\x80\x99s largest R&D centers outside of the US. The building features an open office design, with a minimum of six feet between employees\xe2\x80\x99 seating arrangements. The office was designed to provide beautiful, landscaped views on every floor. It has various facilities such as internet-enabled collaborative spaces, a gym, play areas, creche, a health food cafe and lobby areas on two floors.About Our Corporate Information Systems Division
The Corporate Information Systems team supports Trimble employees\' work technology to keep them productive. Our global team is located across the world to provide fast response times and to efficiently diagnose issues and personalize our customers\xe2\x80\x99 experience. Our team is cohesive, supportive, and we are proud of what we do.Trimble\xe2\x80\x99s Inclusiveness Commitment We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.We have programs in place to make sure our people are seen, heard, and welcomed and most importantly, that they know they belong, no matter who they are or where they are coming from.

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