Kroll Hiring for Service Desk Analyst II at Mumbai Full Time

In a world of disruption and increasingly complex business challenges, our professionals bring truth into focus with the Kroll Lens. Our sharp analytical skills, paired with the latest technology, allow us to give our clients clarity—not just answers—in all areas of business. We embrace diverse backgrounds and global perspectives, and we cultivate diversity by respecting, including, and valuing one another. As part of One team, One Kroll, you’ll contribute to a supportive and collaborative work environment that empowers you to excel.

At Kroll, your work will help deliver clarity to our clients’ most complex governance, risk, and transparency challenges. Apply now to join One team, One Kroll.

Responsibilities:

• Work on escalation tickets not resolved by level 1
• Preferred knowledge of troubleshooting application issue and isolation to escalate appropriately
• Provide first level technical assistance electronically and via phone,chat and email
• Scale up knowledge with the latest policies and process
• Work to improve first contact resolution and customer satisfaction
• Support the company’s content management and file sharing application
• Assign and maintain user access to the file sharing application
• Initiate and complete onboarding and offboarding activities for all new hires and exits
• Provide training on functionalities and capabilities of the File sharing application
• Identify potential issues and Troubleshoot application related issues
• Identify and escalate situations requiring urgent attention
• Work with the vendor directly to resolve issues
• Act as a single point of contact for users
• Escalate recurring problems to the Service Desk Leads
• Follow up with end users to provide status updates as per Service Level guidelines
• Support end users with their use of all Internal applications
• Log all incidents and requests in the ITSM tool
• Identify new issues and contribute to Knowledge Base development stay current with system information, changes and updates
• Adhere to the documented policies and procedures

Requirements:

• Ability and willingness to work in a 24*7*365 environment
• Excellent communication skills
• Strong customer service skills
• 2-3 years of experience with Active Directory and Exchange
• 2-3 years of experience with using and support Files sharing applications
• Candidates must have minimum of 2-3 years of experience in IT Helpdesk environment
• Experience working in Service Desk environment with exposure to IT incident management software
• Basic knowledge of User and Security groups in Active Directory management
• Ability to manage confidential, sensitive information

Qualifications:

• Engineering, Bachelor’s Degree preferred
• Proficiency in English. Bilingual preferred (Good knowledge of Spanish/Italian/German/Japanese)
• An ITIL qualification is preferable but not essential
• Sound understanding on customer support, operations and processes
• Any professional technical certification will be an added advantage
• Engineering, Bachelor’s Degree preferred

In order to be considered for a position, you must formally apply via careers.kroll.com.

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.

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