Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. Our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole of you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers  #WeAreUKG

Description

Primary/Essential Duties and Key Responsibilities:

Technical troubleshooting & Support: Coordinate and/or perform fixes over the Phone/Chat/ IT Tech Bar or any other introduced channels.

Diagnose/troubleshoot issues and assist colleagues, ensuring they are dealt with in a pleasant, professional, and timely manner.

Relationship Management: Maintain working relationships with all IT & business resources, act as the first point of contact for all IT-related issues.

Documentation: Ensure proper/accurate/up-to-date documentation and categorization for all incidents, requests and Problems. ( ITIL Framework )

Escalation: Responsible for escalating all incidents and requests to appropriate support teams when resolution or process is unknown or out-of-scope promptly.

Active Directory Management and Authentication: Knowledge of Active

Directory including understanding of Office 365, MFA, Password reset, user/exchange accounts,

Operating Systems (Windows, macOS, VDI): Troubleshooting, intermediate for advanced issues.

Hardware and Software Support: Install, configure, maintain, monitor, and troubleshoot end-user workstation devices, mobile devices, and related hardware and software to meet delivered requirements.

Information Routing: Serve as an information hub to route internal and external requests to the appropriate resource and follow the escalation structure when applicable.

Global IT Operations: Develop a sound understanding of global IT operations, related applications and IT systems, and business-related processes and procedures.

Networking Fundamentals: Basic connectivity troubleshooting, intermediate for advanced issues.

Assist with Onboarding & Offboarding requirements for the new hire
Assisting with the ITAM and Mobility management

Remote Support & Deskside visit – onsite support

Qualifications

Customer Service skills
Strong analytical skills
Technical Troubleshooting
Teamwork
Must speak and write English fluently
Exemplary attendance and punctuality

Education: Associate degree
Experience : 0 – 2 years
Willingness to work in a 24*7 environment (7:00 IST- 16:00 IST, 15:00 IST – 00:00 IST, and 23:00 IST – 08:00 IST Shifts).
ITIL Foundations
Experience with ServiceNow

For individuals with disabilities who need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.