Consultant - IT Service desk

Experience

ROLE AND RESPONSIBILITIES:

• Primary contact point for end users via phone/Chat/self-service tickets.

• Qualify and Open tickets for remediation of events.

• Triage Tickets to respective teams.

• Regular update and follow up on tickets in the queue

• Follow up tickets till closure.

• Ability to manage a variety of technically complicated tasks effectively

• Experience in Remote support and troubleshooting skills.

• Understanding of Basics Hardware accessories / devices and peripherals

• Should be flexible for rotational shifts

• Excellent oral and written communications skills

• Exposure in practicing ITIL standards for Infrastructure management

DESIRABLE SKILLS:

• Able to understand the email flow issues internal & external

• End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).

• Demonstrate a high level of customer relationship skills which includes email etiquette.

• Good Communication skills, follow up skills, Willingness to work in rotational shifts

• Good Communication skills follow up skills, Willingness to work in rotational shifts.

• Remote troubleshooting

Required Technical/ Functional Competencies

PRIMARY SKILLS:

• 3-5 years of call taking profile with core Help Desk Skills

• Basic Understanding of the Enterprise IT Infra set up

• Basic knowledge on Active Directory.

• 3+ years’ experience supporting wide multiple versions of operating system

• Basic O365 Administration using Office365 Admin Console.

• Strong writing and documentation skills a must including being able to train other Engineers as and when required.

• Good knowledge on trouble shooting email client issues like Outlook.

• Excellent Hardware and software troubleshooting skills

• Good understanding in handling Microsoft office suite functionality and troubleshooting skills.

• Fluent in English, in both oral and written communication

• Good knowledge in Utility software technical knowledge such as Antivirus and others.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:-

• A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology

• ITIL V4 Foundation training or certification

• Knowledge and experience using OS like windows, Mac and Linux

• Working knowledge of MS Office (PPT, Excel, Word)

• Certification – ITIL V4, Modern Desktop administrator (MD 103)

Required Behavioral Competencies

Accountability:

• Takes responsibility for and ensures accuracy of own work, as well as the work and deadlines of the team.

Collaboration:

• Participates in team activities and reaches out to others in team to achieve common goals.

Agility:

• Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Customer Focus:

• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

• Targets communications for the appropriate audience, clearly articulating and presenting his/her position or decision.

Drives Results:

• Sets realistic stretch goals for self & others to achieve and exceed defined goals/targets.

Certifications