Job
Description
Role Overview: As an IT Service Desk Agent at Hitachi Vantara in Hyderabad, your role will involve providing professional, courteous, effective, and advanced technical support and customer service to all internal employees. You will be responsible for fielding incoming interactions to the Service Desk via phone, chat, and self-service regarding computer and mobile device-related requests and issues. Your key responsibilities will include documenting all pertinent user information, request/issue details, and troubleshooting steps taken in the ticketing tool, prioritizing end user requests, troubleshooting and resolving issues, and communicating effectively with end users in all stages of the incident management process. Key Responsibilities: - Field incoming interactions to the Service Desk via phone, chat, and self-service regarding computer and mobile device related requests and issues - Document all pertinent user information, request/issue details, and troubleshooting steps taken in the ticketing tool - Prioritize end user's requests and issues using company established rules - Troubleshoot and resolve the issue/request or escalate to the appropriate group using documented policies and procedures and IT management tools - Communicate effectively with end users in all stages of the incident management process - Manage individual incident queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA - Attend training sessions to learn relevant IT knowledge and company-specific applications to provide timely support to end users - Participate in team projects that enhance the effectiveness of the Service Desk - Perform other duties as needed Qualifications Required: - Associate's Degree in Computer Science or other related field and 3-5 years of relevant work experience - Understanding of Okta, Active Directory, Exchange Management Console, SCCM/Intune, Citrix XenDesktop, and Cisco/Palo Alto VPN - Working knowledge of computer hardware and software, including mobile device support for Android and iOS - Interpersonal skills with a focus on rapport-building, listening, and questioning skills - Proven customer service skills Note: Additional details about the company were not included in the job description. Role Overview: As an IT Service Desk Agent at Hitachi Vantara in Hyderabad, your role will involve providing professional, courteous, effective, and advanced technical support and customer service to all internal employees. You will be responsible for fielding incoming interactions to the Service Desk via phone, chat, and self-service regarding computer and mobile device-related requests and issues. Your key responsibilities will include documenting all pertinent user information, request/issue details, and troubleshooting steps taken in the ticketing tool, prioritizing end user requests, troubleshooting and resolving issues, and communicating effectively with end users in all stages of the incident management process. Key Responsibilities: - Field incoming interactions to the Service Desk via phone, chat, and self-service regarding computer and mobile device related requests and issues - Document all pertinent user information, request/issue details, and troubleshooting steps taken in the ticketing tool - Prioritize end user's requests and issues using company established rules - Troubleshoot and resolve the issue/request or escalate to the appropriate group using documented policies and procedures and IT management tools - Communicate effectively with end users in all stages of the incident management process - Manage individual incident queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA - Attend training sessions to learn relevant IT knowledge and company-specific applications to provide timely support to end users - Participate in team projects that enhance the effectiveness of the Service Desk - Perform other duties as needed Qualifications Required: - Associate's Degree in Computer Science or other related field and 3-5 years of relevant work experience - Understanding of Okta, Active Directory, Exchange Management Console, SCCM/Intune, Citrix XenDesktop, and Cisco/Palo Alto VPN - Working knowledge of computer hardware and software, including mobile device support for Android and iOS - Interpersonal skills with a focus on rapport-building, listening, and questioning skills - Proven customer service skills Note: Additional details about the company were not included in the job description.
