Job
Description
The ideal candidate must have hands on experience of resolving technical issues over the phone, chat and emails.
Required Background Experience
- 1 to 6 years in a service desk environment
- Hands on experience working in ITSM tools like Service Now, Remedy etc.
- Excellent communication skills
Responsibilities
- Handling all the Inbound calls, chat and emails in service desk
- Manage tickets that L1 engineers need assistance
- Handling Basic L1 queries from end users
- Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
- Diagnose and quickly resolve a wide range of Windows applications issues
- Good troubleshooting knowledge on internet and VPN issues
- When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System
- Install, upgrade, support and troubleshoot for printers & related computer hardware.
- Knowledge of Citrix and VPN
- Customize & configure desktop hardware to meet specifications and business standards
- Email account administration, i.e., account creation and management and distribution lists on Office 365
- Robust queue management ability
- User account administration, i.e., account creation and management and password resets on Active Directory
- Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
- Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool
- Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications
- Good understanding of computer systems, mobile devices and other tech products
- Efficiently manage technical escalations
- Good knowledge on Incident Management
- Strong ability to quickly co-ordinate MIM tickets by engaging relevant resolver teams
- Provide On-Call support at times when required
Technical Skillset Good to Know
- Active Directory
- Citrix
- O365
- Microsoft Windows
- Mobile Operating Systems (Android/iOS)
- SharePoint
- Knowledge of Laptop/Desktop/Tablet issues
- VPN Troubleshooting
- Mobile Device Management
- Excel Reporting (Good to have)