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Hitachi Digital Services
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IT Service Desk - Advanced

IT Service Desk - Advanced

Hitachi Digital Services

3 - 5 years

15 - 20 Lacs

hyderabad

Posted:4 days ago| Platform:

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Skills Required

computer hardware vpn active directory incident management it management sccm cisco technical support android

Work Mode

Work from Office

Job Type

Full Time

Job Description

The IT Service Desk Agent s role is to provide professional, courteous, effective, and advanced technical support and customer service to all internal employees. At a high level, this includes receiving, prioritizing, documenting and resolving/escalating end user s requests and issues.

The role

Field incoming interactions to the Service Desk via phone, chat and self-service regarding computer related and mobile device related requests and issues.
During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool. Using company established rules, prioritize end users requests and issues. Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group. Communicate effectively with end users in all stages of the incident management process; including initial interaction, triage, escalation and status updates as requested. 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 our end users. Participate in team projects that enhance the effectiveness of the Service Desk. Other duties as needed.

What you'll bring

Associate s Degree in Computer Science or other related field and 3-5 years 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. Understanding of mobile device support; including Android and iOS. Interpersonal skills, with a focus on rapport-building, listening and questioning skills. Proven customer service skills.

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IT Service Desk - Advanced