Support Consultant – Service Desk Full Time

Our industry-specific software is built by peers from the industry, and backed by the scale of EG for stability, innovation, and security.

We are committed to advancing industries by tackling big challenges such as resource use, efficiency, and sustainability.

We are a thriving global workforce of 3000+ employees, with an 850+ strong team based in Mangaluru, India. We have a people first culture fostering innovation, collaboration and continuous learning

Join us in creating software that works for people, not software that makes people work.

Visit our career page to meet some of your future colleagues, explore our culture, and watch our video “We Make a Difference”.

Learn more about EG here.

About the team:

We are looking for a Support Consultant- Service Desk with 4-8 years of experience to be based at our Mangalore office in India and be part of our growth story.

Do you enjoy providing top-class End User support? Are you passionate about using the latest technology to develop solutions that are used by many people every single day? Do you want to work with product development and innovation of software solutions that are aimed at larger retail chains?

We always strive to get better: We are a passionate team of innovators, problem solvers and doers. As an integral part of our culture, we take responsibility for our contribution to customers, to each other and to the society we live in.

Our Service Desk Team is a dynamic and passionate group of skilled individuals, aimed at providing professional internal End-User, application and system support across EG. The Team consists of 12 Consultants located in India, Poland and Denmark.

If you want to be part of our fast-growing, technology-driven company, participate in interesting projects and further enhance your technical skills, you are the right candidate to join our Service Desk Team!

Your workday, your tasks and mandatory skill set:

To strengthen the internal Service Desk at EG, we need extra hands to perform the following tasks:

• Provide End User support, during 9-hour shift within 8:00 AM to 1:30 AM IST time window (Monday to Friday), through the phone, email, and Self-Service channels.
• Troubleshoot technical issues.
• Dispatch tasks and incidents in ServiceNow, so we ensure that inquiries are sent to the right assignment group, as fast as possible.
• Assist with ad hoc tasks onsite, at the office in India.
• Order equipment for EG’s remote work setup / hand out equipment to Indian users.
• Procure IT equipment for EG’s employees, all over the world.
• Resolve daily IT tasks, in collaboration with Danish colleagues.
• Create and maintain user-facing knowledge articles.
• Create and maintain documentation.
• User account management.
• Explore the adoption of AI‑powered capabilities to improve service desk efficiency, user experience, and continuous process improvement.

Required Skills:

• Proficiency in English.
• Solid knowledge of the product or solution being supported.
• IT domain and IT industry knowledge.
• Familiar with the tools and phases of delivering successful customer support (AI solutions, ServiceNow, Active Directory, Office365, AutoPilot, Intune, Jamf, Windows, MacOS, Incident, Request, Change, Problem Management).
• General understanding of computer systems, mobile devices and other tech products.
• Has high customer service orientation and is motivated by providing excellent customer service.
• Has a technical, logical thought process.
• Has problem-solving skills and acts solution oriented.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Can deal with and solve conflicts and problems.
• ITIL certification.

What can you expect from us:

• A dynamic environment in a rapidly growing software company, investing in your professional and personal development through challenging tasks and the opportunity to make your own mark on the job.
• A professional and business-driven international environment with lots of exciting challenges.
• Super talented and committed colleagues who thrive on collaboration and active knowledge sharing.
• Collaborative and supportive work environment that values teamwork and innovation.
• Possibility of personal and professional development.
• A professional, innovative, and business-driven environment.
• Work with super-talented and committed colleagues in a culture of collaboration, curiosity, and continuous learning.
• Flexibility to experiment and ownership to implement ideas that matter.
• Extensive opportunities for personal and professional development through our learning academies.
• A strong focus on employee well-being, inclusion, and best-in-class benefits.