Description

Provides first and second tier support to end users for Client (PC), Server, Network, and Voice Software and Hardware to meet or exceed Service Level Agreements. This position works under general supervision and will escalate problems to specific groups if issues cannot be resolved.

Key Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

Incident/Request Management Process

- Responds to internal customers to resolve their technology problems. This includes first line support for client (PC), network, server, and voice hardware and software.
- Enters and manages Incident and Service Request tickets in ServiceNow (IT Service Management Application).
- Provides technical support related to various computer programs used by Franklin Electric employees across all business functions.
- Provides hardware support for computers, phones, and other technological equipment used by Franklin Electric.

Performance is measured based on average duration of tickets.

- Asset Management Process
- Deploys new PC to end users and trains them in their use.
- Utilizes imaging and deployment tools.
- Uses ServiceNow to maintain and track IT assets and inventories.

Performs other related duties as required or assigned

Skills, Knowledge and Expertise

Skills and Abilities.

- Effectively communicates information and responds to questions in person-to-person and small group situations with customers, clients, the general public, and other employees of the organization.
- Maintains confidentiality and uses discretion with business information.
- Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.
- Communicate effectively through written communication.




- Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.
- Deals with problems involving several known variables in situations of routine nature.
- Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation.
- Frequently makes decisions of both minor and major importance, which may affect the work operations of other employees and/or clientele to a moderate degree.
- Completes some moderately repetitive tasks.

Computer Skills

- Advanced: Microsoft Operating systems (Required), Microsoft Office Products (Required), SharePoint (Preferred), Adobe Products (Preferred), Apple Products (Preferred), JDE (preferred)

Education and Experience

- Bachelor’s or Associates degree in computer science, computer information systems, or a related degree (required).
- MCA, M.Sc. (Computer), B.E. (IT), B.E. (Computer)
- 2 to 4 years of related experience (preferred).

#FEIndia

About Franklin Electric

Franklin Electric is a global leader in water and energy systems, committed to continuous improvement and innovation to meet the diverse needs of our customers. Our founders in 1944 named the company after America’s pioneer electrical engineer, Benjamin Franklin,



which lives on today in our culture to drive us to push boundaries and create meaningful change. We offer a comprehensive range of pumps, motors, drives, and controls for residential, commercial, agricultural, industrial, and municipal applications. More than just a workplace, Franklin Electric is a vibrant and inclusive community of forward-thinkers, united by our mission to drive positive impact worldwide. Our culture fosters growth opportunities and personal development, with a focus on promoting from within and nurturing talent. Our recent awards in “America's Most Responsible Companies”, “Most Trusted Companies” by Newsweek, “America’s Climate Leaders” and “Indiana’s Best Places to Work” attest, we're dedicated to upholding the highest standards of corporate responsibility.

At Franklin Electric, we believe that everyone deserves to be treated fairly and respectfully, and that our diversity of thought, culture and experience makes us a stronger company. Our commitment to social responsibility is evident in programs like the Franklin Women's Network and our philanthropic efforts through the Franklin Wells for the World Foundation. Through these endeavors, we've provided clean water to over 284,000 people in 12 countries, addressing the global water crisis head-on,

Locally in our communities, the Franklin Electric Charitable and Educational Foundation (FECEF) supports causes close to our hearts, such as United Way, Boys & Girls Club, and Big Brothers Big Sisters. Our dedication to excellence extends beyond our products and services, shaping a brighter future for both our employees and the communities we serve. Join us in driving meaningful change and making a difference with Franklin Electric.

📌 Service Desk Analyst- Vadodara (India)
🏢 Franklin Electric
📍 Vadodara