Sr Analyst – IT Service Desk

Job Description

About UPL:

UPL is focused on emerging as a premier global provider of total crop solutions designed to secure the world’s long-term food supply. Winning farmers hearts across the globe, while leading the way with innovative products and services that make agriculture sustainable, UPL is the fastest growing company in the industry. Our successes in the field add up to powerful financials. UPL delivers results from protecting crops that translate into attractive investor value. Based on the recognition that humankind is one community, UPL’s overarching commitment is to improve areas of its presence, workplace and customer engagement.

Our purpose is ‘OpenAg’. An Open agriculture network that feeds sustainable growth for all. No limits, no borders.

Job Responsibilities:

• Manage team of outsource IT support partners in a high-volume technical support environment
• Manage service quality ensuring accurate and timely resolution of all incidents and SRs
• Manage established Service Level Agreements.
• Implement policies and procedures consistent with a best-in-class IT Service Desk.
• Perform capabilities gap analysis and drive continual service improvement across end user support services
• Manage in accordance to known best practices and frameworks (preferably ITIL).
• Challenge traditional support methods by evaluating new techniques, products in the range of automation in IT workplace services.
• Responsible for support readiness for new sites, business units or project workforce
• Good understanding of End point OS like windows 10, windows 8, Active Directory, DHCP, DNS, SCCM and backup solutions such as Commvault, Bluvault etc
• Strong background and knowledge of desktops, laptops, and associated operating systems.
• Strong background and knowledge of mobile devices (tablets, smart phones) and mobile apps.
• Good understanding of desktop applications such as MS Outlook, Office 365, OWA, Skype for Business, Teams, One-drive
• Good understanding of collaboration tools like Cisco webex, Telepresence, virtual meetings within and outside organisation
• Familiarity with service Visitor Management system (VMS) and Biometric attendance system
• Creates, utilizes and manages to Key Performance Indicators for various support Teams like servicedesk, endpoint backup support Team and monthly patching Team
• Hands on with ITSM tools like service-now. Good understanding of Incident, service request.
• Exhibits a wide degree of creativity and drives innovation across service offerings by evaluating innovative solution like chatbot, self-healing tool, VDI
• Encourages a collaborative and effective work environment by establishing excellent relationship with cross functional Teams within IT organisation globally
• Drives knowledge management to include retention strategies and easily searchable knowledge.
• Drives IT/Business alignment and enables business growth."                                            

Location: Mumbai, India

We are one team, for maximum impact. One team with shared goals. We all play for the team and no-one plays against team. We have a laser-like focus on what our customers need and want, on anticipating their future needs and how we can create innovative solutions and experiences for them.