Job Description

IntroductionThe Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight and our advocacy of economic and political freedom around the world.The IT department supports business systems such as the Economist Newspaper publishing systems, sales and marketing salesforce.com and PeopleSoft/Oracle financial and HR systems; we also provide the networks and desktop services that allow us to work productively.We are recruiting an IT operations analyst to join our exciting and challenging IT operations team in Gurgaon. The team supports our customers in India and Asia / worldwide. As well as providing 1st and 2nd line support you will have a passion to be involved with ad-hoc projects and assist our infrastructure team who support our networks and systems that underpin The Economist and other businesses within the group.AccountabilitiesAccountabilities

• Staff the IT Service Desk in accordance with the office business hours. There is also an expectation of flexibility when occasionally necessary to complete tasks which have a direct impact on services and operational functions, or to join meetings with team members in other regions / time zones.
• Provide 1st and some second 2nd line support
• Liaising with other departments such as HR and facilities specifically for onboarding and offboarding staff
• Receive and record details of customer problems, prioritising and then resolving them
• Keep customers informed of their call request status and progress
• Escalate problems to other team members and the IT Operations & Infrastructure Manager as appropriate
• Liaise with other IT teams, where appropriate, in order to resolve customer requests
• Assist in providing or removing IT services. i.e. PCs, printers, peripherals, wireless and cable network access, software applications and the configuration of services
• Provide support for audio visual services
• Promote the services of the team in a way that improves the Customer perception of Group IT
• Document and maintain relevant procedures and configuration information

Experience, skills and professional attributesExperience, skills and professional attributes

• A track record of successful service delivery
• Experience with PCs, printers, Microsoft and Apple technologies, basic networking principles
• Experience in using Helpdesk software to log and report on calls
• Good email administrative skills, preferably Google Apps
• Experience of supporting audio visual systems
• Excellent written and verbal communication skills in English
• Excellent customer management capability
• The ability to take ownership of a problem and ensure its resolution
• Ability to troubleshoot and remain calm under pressure
• Experience of being a collaborative team worker and willing to share knowledge
• A genuine interest in information technology issues and trends
• A passion to pursue independent study

The Economist Group