L1 Service Desk Support

Job Description

Location: Pune Employment Type: full-time Designation: L1 Service Desk Support Job Details Primary Skills Must have 1-3 years of experience in IT Service Desk - Helpdesk Excellent communication with skills like Active listening, empathy, technical proficiency & professionalism (both verbal and written) In-depth Technical Support role, Advanced troubleshooting for Desktop, Active Directory, Outlook Configuration, O365 Applications, Printers, Scanners, DL, Shared Mailbox etc. Remote Support Services/ Desktop Support / Technical Support. Knowledge of ITIL V3, V4 and ticketing tool CA Service desk, Service Now, Jira, Azure DevOps, Fresh desk etc. Good Knowledge of SLA, ticket triaging and handling escalations. Experience dealing with International clients or customers. To provide remote customer service support to clients, engineers and staff. To coordinate, collaborate and escalate tasks with Global IT teams within established timelines. Ability to work without direct supervision. Open to work for 24X7 Rotational Shifts Open to work on weekends on rotational shifts Ability to understand the urgency & priority of reported issues or given situations. Open to working from Office and home in a Hybrid model. Secondary Skills Maintain good client relationship Good interpersonal skills and ability to work well within the team. To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings Ability to utilize the applications for IT support, reporting and documentation. Good problem-solving skills, ability to visualize a problem or situation and think abstractly to solve it.