Consultant - IT Service desk

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

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)

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.