Support Analyst, IT Operations

FLEET Management Limited

Our 27-year journey rides on the passion of over 24,000 seafarers and 1,000 onshore professionals. Today, we are one of the largest independent third-party ship management companies managing over 600 diverse types of vessels. Headquartered in Hong Kong SAR, China, we operate on a global scale having 27 offices in 12 countries. Our client base spans over 100 world-class ship owners, including Fortune 500 companies from China, Greece, India, Japan, Korea, Netherlands, Norway, Turkey and the USA, among others.

In a shore career at FLEET, you will be working with a team of a highly passionate, self-driven and committed group of people. We aim to be a place where you can achieve your full potential, regardless of your background. We are looking for individuals who are ambitious about making a strong contribution to FLEET’s short and long-term sustainable growth – whether you are dealing directly with clients or working in a role supporting the business, such as technology, legal or communications.

Job Position Summary

Acting as a face for our Digital/IT team, this role is a key point of contact for end users for IT incidents and service requests. The role manages incidents and requests through to completion, escalating and communicating with internal and external parties as needed.

The service desk is a critical function of business operations and needs to work closely with users in a fast-paced, team environment with solid communication skills.

Key Roles and Responsibilities

A typical day will include covering responsibilities such as:

Handling Incidents, Service Request and Identifying Trends

Take ownership of incidents and service requests ensuring successful completion within the SLA (Service Level Agreement)

Maintain and develop knowledge and skills to facilitate this process.

Proactively Identify repeat issues or service risks and aid in prevention improving our customer service, internal processes and operations

Managing Vendors & Finances

Obtain quotations, manage the purchasing and invoicing for IT equipment and licenses obtaining the best value for the organisation.

Manage IT assets through their lifecycle from purchase to disposal.

Teamwork & Sharing Knowledge

Share knowledge aiding team colleagues and our customers

Create knowledge articles for the self-service portal.

Supporting IT Infrastructure and systems

Job Experience, Functional Knowledge and Qualifications

Good working knowledge of Desktop/Laptop and Operating System (Windows/ Mac OS) support

Excellent communication skills in both written and spoken English.

Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and Sharepoint 

Strong customer focus - identifies needs and finds solutions to meet them.

Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls

Experience with IT asset management and automation tools such as Desktop Central

Audio-Video/Video Conferencing support

Job Location : Gurgaon

Fleet Management Limited is committed to diversity, equity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.