Full Job Description
Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.
In November 2020, ABB announced the planned divestment of its Turbocharging Division. Turbocharging is a successful and profitable Division in a mature market and has been for long a highly self-reliant business within ABB. ABB has decided to take this step, acknowledging that for Turbocharging to realize its full potential going forward, a new setup is required. As the next step, alternative ownership options, including a spin-off to the Swiss stock market, will be assessed, considering value for customers, ABB and the future of the turbocharging business. This is an Service Desk Specialist role, reporting to Area IT Manager in Process Automation Business Area, based out of Vadodara; India. You will be primarily responsible for defining, managing, and monitoring processes to meet requirements for IS services by planning, measuring, and improving all aspects of IS services. A key resource, a definitive source of knowledge processes, who contributes their expertise to enhance organizational effectiveness and support the organization’s vision and strategic direction.
Ensuring prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up).
Determining impact and urgency of an incident and support request to determine priority and conducting initial triage/troubleshooting on a wide range of technology issues.
Escalating unresolved requests and incidents to higher tiers and providing deskside support and creating update, and close tickets.
First response to all support requests through all channels: phone, web tickets, email requests, walk ups and perform initial triage and troubleshooting of all tickets across all knowledge domains.
Resolving all tickets within scope through use of experience, knowledgebase, or peer collaboration.
Escalating or assigning tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve.
Recording all outages within the ticketing system and send communications as appropriate and provide basic “how-to” training to end users.
Managing deployment and recovery of IT equipment and maintain a record of knowledge/solutions within a structured knowledgebase.
Validate employee compliance to policy and procedures during all tasks, taking action, reporting, or escalating as necessary.
Bachelors degree in any stream or equivalent.
3+ years of work-experience in IS Support helpdesk, preferably using an ITSM tool.
Good to have -ITIL certification.
Good to have experience of supporting on : Microsoft CRM, SAP, office 365 ,active directory.
Shift work would be required.
Should have Good interpersonal Skills and be able to deal and respect different cultures across the globe.
Good on verbal-written communication. (English).
More about us
ABB Turbocharging manufactures and maintains turbochargers for engines on ships, power stations, diesel locomotives and large, off-highway vehicles. We strive to be a trusted partner in supporting our customers transit towards sustainable industries with innovative technology, expertise and smart solutions. We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. #LI-Onsite