Any Graduate
0-3 years in a service desk environment
Hands on experience working in ITSM tools like Service Now, Remedy etc.
Technical Skillset – Good to Know
· Active Directory
· Citrix
· O365
· POS (Point of sale)
· SCCM
· Intune
· Windows Devices
· Microsoft Windows
· Mobile Operating Systems (Android/iOS)
· SharePoint
· Knowledge of Laptop/Desktop/Tablet issues
· VPN Troubleshooting
· Mobile Device Management
· Excel Reporting (Good to have)
L1 Technical Support
· 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 on POS related issues and troubleshooting them
· 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
· Good Knowledge in Intune tool Device enrollment
Customer Focus
· Providing timely and accurate resolution of technical issues experienced by the Users.
· Excellent communication skills.
· Must be able to demonstrate a customer first approach to support
· Identify and escalate severe issues, which could cause production impact.
· Natural aptitude for trouble shooting & problem solving
· Have solid experience in a helpdesk or technical support environment
· Excellent skills on managing queues in service desk
Job Type: Contract
Salary: $15.
00 - $17.
00 per hour
Expected hours: 8 per week
Schedule:
* 8 hour shift
* Day shift
Work Location: In person
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