IT Service Desk Executive | Delhi / NCR |

Role and Profile: IT Service Desk Analyst

Exp: 3-6 Years

Job Location: Delhi / Noida

Academic: BE/ B Tech / BCA/ BSc IT/ Computer Science

Role & responsibilities

• Act as

  first point of contact for all IT related issues and service requests

  and provide

  resolution via email, phone, remote tool in 24*5 support environment.

• Level 1 troubleshooting of issues reported by users, assist users on technical questions and queries.

• Ensure

  user queries or issues are captured, validated, and evaluated in

  an efficient and timely manner.
• Records and

  tracks issues from outset to conclusion with 2nd level support teams. Ensure resolution of issues in timely manner

  with follow-up and necessary escalation as required.

  Monitoring of IT infrastructure, handling of events and alerts through its lifecycle.

• Documentation and update of service desk SOPs and process documents.

• User awareness,

  support & training sessions on new IT technology and solutions.

Preferred candidate profile:

• Minimum 2

  -3 years of experience in service desk area with hands-on and expertise in end user support, via email, voice and remote.

• Hands-on experience in

  handling of incidents, Service Request, and major incidents.

• Excellent

  written and verbal communication with analytical skills.

• In-depth understanding of

  Microsoft O365 products, VPN solutions, Operating Systems, and client infrastructure.

• Commitment to

  work in 24*5 support environment and work from home in night shift.

• Availability for support during business odd Hrs., festival, and national holidays.

• Understanding of

  any ITSM tool and lifecycle of incidents & service requests.

• Independent,

  structured working method, high commitment, reliability

  as well as high communication ability

Good to have Skills and Attributes:

• ITIL V3/V4 foundation certification

• Working experience with

  cross culture organizational and already worked under 24*5 service delivery model.

Perks and benefits