Lead - Desktop Support
Clarivate
Bangalore, ,R05
4d ago

Clarivate Analytics clients are the trailblazers and risk takers who come up with life-changing ideas. We’re looking for our own trailblazers to help us keep providing clients some of the world’s most trusted brands, spanning scientific and academic research, patent analytics, pharmaceutical and biotech intelligence and IP management.

We’re an independent owned company with a rich heritage and a bold entrepreneurial mission. If you’re excited by the thought of helping people and organizations go from new ideas to life-

changing innovations faster, we’re excited to consider you for a position at Clarivate.

Workplace Lead - Desktop Support Job Description & Core Responsibilities

General Responsibilities

  • Data driven to manage team performance such as SLA & MTTR KPIs and ensure quick response / resolution times to improve employee satisfaction
  • Support Executives regarding the rapid resolution of technical day-to-day issues, All Hands events, and communicating effectively
  • Develop team bringing them up to speed on existing and new technologies
  • Provide input and approve hardware & software procurement for employees
  • Have an understanding and be able to manage software licensing
  • Manage Clarivate Asset Management activities (inventory, stock room management, etc.)
  • Provide assistance in regard to budget management and input into forecasting planning
  • Plan and execute internal ITS projects such as corporate refresh, TSA related projects, stabilization efforts, new hires
  • Assist with project implementation across external business units
  • Able to problem solve and resolve team issues quickly and effectively
  • Can potentially perform technical tasks such as installing, configuring, maintaining, troubleshooting, and repairing of desktop hardware, software, wireless, printers, related peripherals, mobile devices, videoconference equipment, etc.
  • Transition tasks from the Workplace team to the IT Service Desk and provide training as needed
  • Create processes and KB documentation for Service Desk to improve Employee support
  • Able to work effectively under deadlines in a fast-paced and changing environment supporting roles from Employees to Executives while delivering exceptional service
  • Provide support to internal teams (Desktop Engineering, Enterprise Application, and Networking Engineering teams, etc.
  • and develop processes for escalating appropriate issues

  • Maintain a secure and safe environment by ensuring all security patches and new anti-virus definition files are deployed to all workstations Do necessary remediation as necessary
  • Must be able to respond to security threats in the environment and assist with any remediation
  • Oversee various audits including local admin audit, deletion of terminated user’s equipment, switch capacity, inventory, etc.
  • Ensure server room and IDF rooms are clean and orderly
  • Strong organizational skills and attention to details
  • Must be able to delegate effectively and raise escalations as needed
  • Excellent communication, teamwork and customer service skills
  • Weekend or after hours work may be required to support business functions
  • Other duties as assigned
  • Experience / Education

  • Bachelor’s degree in Computer Science, Information Systems, or similar
  • 3+ years of experience, previous supervisory experience currently managing remote teams
  • English required and other languages desirable
  • ITIL v3 certified a plus
  • PMP certification a plus
  • Strong understanding of Cloud based technologies (O365, Azure, AWS, SaaS, etc.)
  • Flexibility to travel
  • Reliable transportation
  • Physical Demands and Work Environment : Representative of those that must be met by an employee to successfully perform the essential functions of this job Must be able to operate a PC and sit for extended periods of time Able to lift and move 20 lbs.
  • Able to crawl under desks and tables to connect lines and cables Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

    Competencies

  • Leadership, delegation, communication, and problem analysis / solving skills
  • Responsibility, respect, teamwork, and integrity
  • Strong customer service and relationship building / management skills
  • Ability to work with Executives and resolve issues in a poised and professional demeanor
  • Independent worker, manage through ambiguity, and action oriented
  • Able to analyze situations and make quick and informed decisions
  • It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

    In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.

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