Job Description

We are looking for a Global Service Desk Tech with 5+ years of experience in Service Desk to perform installation, analysis, trouble shoot and fix end user issues. Requirements: Experience in Desktop Support such as OS Issues, Network file and printing support, Desktop Applications, Operating System, application and peripheral device drivers. Familiarity with Performance Issues. Proficient in OS, installation of standard products like Microsoft Office, Adobe etc. Experience in Remote desktop support for Gates VPN users. Software Installation and Configuration. Experience in OS/ standard software issues and installation. Understanding of Network Configuration and Troubleshooting such as Network connectivity issue, Network share access, User Administration, Account unlock, Password reset, modify user details, User provisioning / de-provisioning, Email Client Issues, Mail client configuration, Mobile devices such as Smartphones, tablets, etc. configuration and trouble-shoot based on documentation from Gates. Experience in Antivirus such as Antivirus install and update. Familiarity with Service Provider to perform the following functions to facilitate and manage the processes of the Service Desk. Attending the operational phone and video conference meeting as required by Gates. Expertise in Incident management using Gates processes. Issue management and resolution using Gates ticketing system. Analyse, resolve issues and Document resolved issues. Communicating the closure of issues and update the knowledge repository Escalating issues to other support teams. Understanding of Severity 1 and 2 and business critical incidents will be documented and transferred to the appropriate vendor or Gates support team via a direct phone call. Experience in Service Desk to follow the escalation process and transfer the incident via phone until they have successfully contacted the appropriate team or escalated to Gates IT management. Raise ticket with Gates vendors and use vendors ticket system as required. Direct application tickets to Gates team and follow ticket management Process. #LI-MK2