Job
Description
Tech Mahindra is hiring for Service Desk profiles for Noida location.
Role- Associate/Senior associate analyst
Location- Noida (WFH till next update)
Salary: Negotiable as per skills
Experience: Freshers will be preferred
Understand the JD below and apply on Naukri portal itself.
CORE COMPETENCIES:
- Ability to work in 24*7 environment.
- First Point of Contact for users to report Technical issues
- Record all interactions through call, email or chat in the Ticketing System. Resolve issues under support boundaries and route issues beyond scope to the respective Support Groups.
- Ensure reported issues are responded and addressed as per the defined SLA timelines
- Document detailed and accurate notes, record them on ITSM tool
- Ability to initiate and manage Bridge calls and coordinate in resolving P1/P2 issues.
TECHNICAL REQUIREMENTS:
- Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts.
- Voice Call Handling: Knowledge of handing voice calls and multitasking.
- Exchange: Knowledge on functioning and configuration of Microsoft Exchange client.
AD: Knowledge on - Active directory, Proxy, DNS, Group Policy.
Network: Knowledge on LAN setup, basic routing and switching, passive networking.
Desktop Security: Knowledge on Antivirus deployment and update, patch management, monitoring and reporting.
Desktop, Laptop, Handheld devices: Knowledge on build management, OS deployment, common application installation and troubleshooting, Hardware knowledge. - Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools.