About Us Established in the year 2000 in the US, we have global offices in the US, India, UK, Australia, Mexico, Vietnam, and Canada, with best-in-class infrastructure and development facilities spread across the globe We are an end-to-end solution provider in Banking & Financial Services, Telecom, Healthcare, Manufacturing & Energy verticals and have successfully delivered $1 billion worth of projects for more than 20 Fortune 500 companies, Position Name Service Desk Analyst-L2 Experience 3-5years Location Bangalore Shift Timings 24x7 rotational shift Job Description Proven experience as a Service Desk Analyst or in a similar technical support role, preferably in Global Environment (3 / 4 years of experience), Excellent verbal and written communication skills with email etiquette and customer service skills Hands-on experience in handling end-user calls, Incidents/service requests, and application Break/ fix Hands-on Experience on VDI, AD, O365, VPN, OneDrive, User Device Management & Authentication issues Hands-on experience on latest RDP tools like Bomgar & Ticketing tools (ITSM, SNOW), Preferable ITIL best practices around ServiceDesk, Incident & Request Management procedures Ability to handle critical incidents with a sense of urgency and quality to create a positive customer service experience and increase customer engagement Must be flexible to work in rotational shift and rotational week offs Competencies Advanced Security Change Management Infrastructure Monitoring Problem Management Service Level Management Technical Mentoring Communication Skills INTERPERSONAL SKILLS JOB KNOWLEDGE Planning Skills Key Skills VDI, AD, O365, VPN, OneDrive, User Device Management & Authentication issues RDP tools like Bomgar & Ticketing tools (ITSM, SNOW), Soft Skills Communication Qualification Any Bachelorss Degree Certifications
