Information Technology Service Desk

As an experienced L1/L2 IT Service Desk professional at Greystar, you will be primarily focused on ensuring smooth IT support operations, contributing to help desk policies and procedures, and enriching IT support knowledge base and training. Your roles and responsibilities will include: - Providing first contact support for incoming requests via telephone, web portal, and email to ensure timely and effective resolution of end-user issues. - Prioritizing incidents and service requests according to defined processes to meet SLAs. - Using remote tools and diagnostic utilities to aid in resolving support requests. - Installing and configuring hardware and software components across network infrastructure devices. - Installing antivirus software and ensuring virus definitions are up to date. - Performing preventative maintenance by checking and cleaning workstations, printers, and peripherals. - Establishing good relationships with all departments and colleagues. - Ensuring company safety and security standards are met. Your education and experience should include: - Bachelor's degree in Computer Science/Engineering, Information Systems Management, or equivalent experience. - 3+ years of experience supporting phone, email, and live chat support for a global IT team, preferably in the US region. You should be technically sound in: - Ticketing tools: ServiceNow, Zendesk, etc. - Property Management systems: Yardi, Entrata, and RealPage. - IT Service Management modules: Service Portal, Agent Workspace, Service Catalog, Request Management, Incident Management, Knowledge Management, and Basic Configuration Management Database (CMDB). - Microsoft Suite of Applications: Active Directory, Office 365, Windows 10, Azure, and PowerBI. - Laptop and Desktop devices, Oracle ERP, Salesforce, Workday, etc. Additionally, the job location is Mohali, and you will be reporting to the Manager of the global IT help desk at Greystar.,