Desktop Support
Bengaluru
G&A – IT Support /
Full Time /
Hybrid
Granicus is the leading provider of citizen engagement technologies and services for the public sector, bringing governments closer to the people they serve with the first-and-only Civic Engagement Platform. Granicus works with more than 5,500 government organizations and connects more than 280 million people in the largest Citizen Subscriber Network of its kind
Desktop Support – Tier 1
- What You'll Do:
- Submit fully documented customer issues into a ticket management system
- Analyze the symptoms, determine the urgency and where possible, provide resolution to the issue
- Dispatch an incident to the appropriate tier 2 support group when first call resolution is not possible
- Understand and assist with all internal and external escalations
- Continue to look for process improvement opportunities, and follow up with peers and leads in improving service delivery
- Troubleshoot and resolve software, hardware, and audio-visual issues for corporate environment
- Provisioning user accounts across multiple systems including, but not limited to: Office 365, Active Directory, VOIP, Teams, etc.
- Develop and maintain knowledge base
- Other duties as assigned by the IT Manager
Who You Are:
- You possess problem solving and communications skills
- You have an understanding of Windows and/or Mac Operating Systems
- You demonstrate excellent communication skills – both written and verbal
- You possess the ability to perform both onsite and remote support for end users
- You are self-motivated with a desire to expand your knowledge base
- You are a fast learner and highly adaptable, able to work in stressful situations under deadlines
- You demonstrate a clear sense of integrity, work ethic and a sincere interest in building strong relationships based upon competency and trust
- You are self-motivated, proactive attitude
Security and Privacy Requirements
- Responsible for Granicus information security by appropriately preserving the Confidentiality, Integrity, and Availability (CIA) of Granicus information assets in accordance with the company's information security program.
- Responsible for ensuring the data privacy of our employees and customers, their data, as well as taking all required privacy training in a timely manner, in accordance with company policies.
