IT Service Delivery Administrator

Ensuring Chart’s Success…

Chart Industries is a leading global manufacturer of highly engineered equipment and solutions serving multiple applications in the Energy, Industrial, and Industrial Gas end markets. In March 2023 Chart Industries acquired the Howden Group, and the combined group is now represented in over 40 countries worldwide with over 11,700 employees. Our vision is to enable the vital processes of our customers and thereby promote a more sustainable world via our Nexus of Clean™ strategy. The combination of Chart and Howden furthers our global leadership position in process technologies with products and services in applications such as hydrogen, carbon capture, energy recovery, nuclear, water treatment, mining, and LNG to name a few. Together with customer-focused service solutions, including an extensive service network and market-leading digital diagnostics, we support our customers through the complete lifecycle of their assets. At Chart we have a strong corporate identity and a clear purpose - you will be a member of our team shaping the future of the company and participating in helping our customers and the world tackle some of the planet's most pressing issues

What Will You Do?

• To manage global service desk calls by following structured processes, maintaining case records, liaising with relevant departments and ensuring all requests are dealt with effectively
• Ability to manage workload according to ITIL best practices
• To process all logged calls in a timely manner and within agreed SLA
• To ensure that calls they are responsible for are continually managed, progressed and that end users are provided with sufficient detail through to resolution
• To follow documented service delivery processes and to assist with major incident management and escalation
• To ensure that the GSC teams achieve targeted KPI’s
• To create self-help knowledge articles based on implemented, proven provided solutions

Your Physical Work Environment Will Require…

• Strong troubleshooting skills and clear problem resolution ability
• Ability to work under pressure and to targeted timescales
• Excellent communication skills, both oral and written, in English language
• Confident and diplomatic with experience of working with different cultures
• Proven experience of working in a global support team
• Proven experience in customer support

Your Experience Should Be...

• Experience: Min 3-5 Years
• Qualification : BSC Computer Science, BCA, MSC IT, Engineering in Computer Science / IT
• Technical capability in Microsoft desktop support
• Experience of IT service delivery and using service desk solutions
• Experience of following documented processes
• Excellent communication skills, both oral and written, in English language
• Proficient use of Microsoft Office products
• Attention to detail and the ability to rapidly switch between competing priority issues
• Very good knowledge needed in local IT to support the business in India which includes basic Knowledge of CCTV systems and network hardware’s (Network Switches, Access Points, Cabling & Firewalls) support, Troubleshooting and setup.