Must Skills:
• Technical –
o Graduate in IT (preferably);
o Working experience of 3 to 4 years in the relevent technologies
o Should have good exposure to ITIL processes, preferably ITIL certified;
o Excellent knowledge of operating system for Microsoft and Apple/Mac products
o Printers and all other IT related Hardware Knowledge
o Documentation skills

Plus Skills:
Excellent interpersonal and communication skills (both Verbal and Written);
o Client focused in the delivery of service, with good client facing skills;
o Experience of providing support in a similar professional organization;
o Must be able to manage own workload and adhere required client procedures;
o Should have an analytical and methodical approach to problem solving;
o Must be self-driven, objective and have the ability to use initiative and tenacity to resolve issues;
o Must be flexible and able to work well within a team environment;
• Adapt upcoming technologies as per trends.

D: degrees, certifications/training Technical Certifications : A+, OS Certs, Apple Device support knowledge
E: Industry expertise: ITIL, ITSM systems preferably Service Now
F: Detailed job responsibilities

This role is to work as part of the Tishman Speyer team providing Deskside Support at the Tishman Speyer office in Washington, DC . The resource will also need to work in a customer facing environment dealing with Incidents, Service Requests and when required. Delivering the technical tasks within defined timescales and to standards agreed in relevant Service Level Agreements with client.

Strict adherence to standard technical processes/practices followed for the corresponding services as directed by Tishman Speyer managers. Ability to understand/follow standard ITIL processes as per the scope of corresponding service.

Occasional involvement in Project work under minimal supervision of the experienced members in the team. Learning upcoming technologies that could be used going forward for day-to-day delivery (as per the latest trends).

Taking ownership of customer reported issues and seeing through to completion. Researching, Trouble shooting and Identifying solutions to resolve issues.

Flexibility needed in case of extended hours due to Major Incident Resolutions
Primary/Essential duties:

1. SERVICE DELIVERY: Manage incident lifecycle, in accordance with Tishman Speyer Incident Management Procedures, including creating, tracking, and escalation to achieve final resolution and ensure user satisfaction.

2. SERVICE SUPPORT: Deliver a high percentage of first contact resolution (FCR) for Level 1 technical issues within the global computing environment. Flexibility to work after hours if needed
Secondary duties:
1. Collaborate with other team members to identify real time trends to proactively recognize systemic issues and/or concerns, and escalate as appropriate.
2. Interact with other CG teams worldwide to maintain technical and organizational relevance and proficiency
3. Provide support beyond core work hours as required.
4. Continuously expand technical skills and Share technical knowledge with team members.
5. Assist in maintaining accuracy and relevance of the technical knowledgebase.
6. Other duties as assigned.