Lead Desktop Support Coordinator

HMH is a leading provider of drilling solutions, offering a wide range of products and services that are designed to be the safest and most efficient in the industry. Apart from our expertise in land and offshore operations, we are continuously expanding our knowledge within subsea mining, geothermal, onshore and offshore construction, as well as offshore wind industries. With offices in 16 countries across five continents, HMH maintains a strong global presence.
 
HMH is a frontrunner in developing and providing automation and digital solutions for our drilling customers to support their endeavor to improve efficiency and environmental footprint. Equipped with its brilliant team of engineers, HMH is committed to actively exploring opportunities in other industries.  For us, this means new opportunities and challenges that we need creativity and great minds to solve in our efforts to innovate our future. 

At HMH we value our employees. We offer exciting job opportunities that will give you the opportunity to grow in your role and give you the professional development you deserve. In addition to competitive pay and benefits, you will join a casual and inclusive work environment. Our environment is based on respect and having a good day at work, so you can expect to join a knowledgeable, global team who help each other to succeed.

Job Responsibilities

• Provide high-quality technical support for all employees (the customer) via the global IT Service Desk:  Email, voice, chat, and in person
• Create and update Knowledge Base articles to increase service quality through consistent and predictable solutions and promote self-service resources Deliver timely solutions, excellent communication.
• Liaise with Applications, Infrastructure, Compliance, Security, and other teams to establish and update support workflows (knowledge) in a dynamic environment
• Follow a common set of practices and principles for the support team with regards to ticket management, knowledge ownership, customer escalation, and major incident management.
• Provide shift-left methodology to new solutions from escalation teams to build up the HMH knowledge base.
• Embody a colleague-centric culture of trust, communication, and support

Qualifications

• Strong technical skills supporting end users in MS Azure, Entra ID, Endpoint Manager, and Office 365
• Excellent written and spoken communications in English, and local language
• Minimum of 3 years of experience in IT support environments (SD and onsite)
• Familiar with ITIL framework and terminology, foundations certification is a plus
• Ability to communicate technical information to non-technical users

Desired Characteristics

• Demonstrated knowledge-centered approach to IT support
• Skilled at preparing process documentation for KM and Training
• Self-motivated, able to work under minimal supervision and demonstrate results

Additional Information

• Must be legally authorized to work in India on a full-time basis, now or in the future, without employer sponsorship for employment visa status
• No relocation assistance

Location – Office located in Thane, suburb of Mumbai, India (work-from-office position)