IT Services Professional null

Overview

McKinsey & Company is a global management consulting firm. We are the trusted advisor to the world's leading businesses, governments, and institutions. We work with leading organizations across the private, public and social sectors. Our scale, scope, and knowledge allow us to address problems that no one else can. We have deep functional and industry expertise as well as breadth of geographical reach. We are passionate about taking on immense challenges that matter to our clients and, often, to the world. We work with our clients as we do with our colleagues. We build their capabilities and leadership skills at every level and every opportunity. We do this to help build internal support, get to real issues, and reach practical recommendations. We bring out the capabilities of clients to fully participate in the process and lead the ongoing work.

Who You'll Work With

You will be based in our Gurugram office as part of our IT team. 

You will be working in close collaboration with internal and external support teams, global supply chains, and our tech hubs to coordinate equipment for colleagues to ensure they are productive from day one. 

What You'll Do

You will be responsible to keep communications complete and concise making sure to share all relevant resources to avoid back and forth interactions. 

In this role, you will manage and own ticket queue effectively and independently, ensures that each request is handled and followed up within agreed SLAs, clearly documents cases (incidents, requests, tasks) following agreed best practices. You will also educates customers to better understand our services and products so they can be more self-efficient.

You will be attentive to the team workload when team is understaffed or facing high workload and identify if we are falling behind, dropping own projects to help the team. You would also be part of purchasing activities such as obtaining offers and submitting orders, reviewing order confirmations, and tracking adherence to delivery deadlines and maintain inventory management systems and optimize existing sourcing and service processes. 

You will work in cross-functional projects for service and operational improvements, identifying opportunities for efficiencies to team processes and work with Team Lead to ideate on potential solutions and implement those. You will also identify gaps in quality, to ensure proper resolution and continuous improvement.

Qualifications

• University, high school degree, or equivalent experience
• Solid understanding and application of customer support 
• Advanced time management skills that allow timely completion of projects and adjusting to changing workloads
• Sense of accountability and ownership beyond the completion of the initial request
• Basic understanding of general IT terminology and functions
• Advanced knowledge of core role technologies
• Agile mindset of continuous improvement and flexibility to react to\manage changes effectively
• Advanced communications skills (in English) to be able to communicate effectively across all firm audiences