IT Service Desk Executive

Core Duties

• Under general direction, performs a variety of computer systems administration and support tasks, including analyzing, constructing, documenting, testing, maintaining, troubleshooting, and supporting PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization.
• Performs a variety of project tasks and requires good communication skills with the ability to work with users diplomatically and skillfully. May interact with engineers (e.g., Network, System, Engineering, etc.) and/or applications development to restore service and/or identify and correct core problems.
• Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user incidents. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades, and software installs with elevated profile rights.

Roles & Responsibilities:

• Manage Help Desk tickets promptly
• Willing to work in shifts between the hours of 6 am 6 am IST/24*5
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Respond to queries either in person, by chat, by email, or over the phone.
• Write training manuals.
• Respond to email messages for customers seeking help.
• Ask questions to determine the nature of the problem.
• Walk customers through the problem-solving process.
• Run diagnostic programs to resolve problems.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Follow up with customers to ensure the issue has been resolved.
• Run reports determining malfunctions that continue to occur.
• Good command over written & verbal English communication
• Keep asset inventory of all equipment, software, and licenses
• Manage all installations, repairs, maintenance, and test tasks via a remote tool or in-person support at the Users location or Patra’s office
• Maintain user PCs, including upgrades and configuration as needed
• General awareness of computer systems, PC repair, and network management
• Ability to deploy, configure, and support operating systems on desktop
• Understanding and appreciation for information security within systems and user devices.