MGR, End User Support

Service Desk Support Engineer
Let’s be unstoppable together!

At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities. With us, you can always bring your full self to work. Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Circana is proud to be Certified™ by Great Place To Work®. This prestigious award is based entirely on what current employees say about their experience working at Circana.

Learn more at www.circana.com

Responsibilities:

· Experience with ticketing tools and handling international calls. 

· Outstanding written and verbal English communication.

· Proficient in Active Directory and Microsoft application troubleshooting.

· Ability to troubleshoot technical issues with operating systems and applications, and a basic understanding of networking.

· Comfortable with a 24/7 rotating shift schedule, including weekends.

· Knowledge of core IT processes like incident, problem, and change management.

· A strong combination of technical and client management skills.

Documentation: Proven ability to document processes and maintain accurate service desk records.

· Support: Experience in providing technical support to clients and staff via various channels, including in-person, phone, chat, and remote assistance.

· Record Keeping: Skilled in organizing and maintaining a file system to monitor and track user issues, complaints, and problems.

Preferable Skills:

· Communication & Collaboration: Strong communication skills with the ability to effectively collaborate with administrators, technical teams, and end-users.

· Customer Service: Proven experience in customer handling and relationship management.

· Problem-Solving: Proactive problem-solver with a strong sense of initiative.

· Operational Excellence: Excellent understanding of escalation paths and a track record of meeting SLAs.

· Teamwork: Highly effective as a team player, skilled in multitasking and knowledge sharing.

Circana Behaviors : 

As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role: 

• Stay Curious: Being hungry to learn and grow, always asking the big questions.
• Seek Clarity: Embracing complexity to create clarity and inspire action.
• Own the Outcome: Being accountable for decisions and taking ownership of our choices.
• Center on the Client: Relentlessly adding value for our customers.
• Be a Challenger: Never complacent, always striving for continuous improvement.
• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect, and integrity.
• Commit to each other: Contributing to making Circana a great place to work for everyone.

Location: This position can be located in the following area(s): Bangalore 

An offer of employment may be conditional upon successful completion of a background check in accordance with local legislation and our candidate privacy notice. Your current employer will not be contacted without your consent.