Senior Associate - IT

2 - 7 years

11 - 15 Lacs

Posted:2 weeks ago| Platform: Naukri logo

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Work Mode

Hybrid

Job Type

Full Time

Job Description

Position title:

Location:

Shift timings:

Work mode:

As part of the GSC NSC IT Service Desk team you will act as primary contact to support end users regarding:

  • Workplace related queries and issues
  • M365 problems (Outlook, Office, Teams, OneDrive, SharePoint, Windows)
  • Identity and Access Management queries
  • Infrastructure related problems for service provided by GSC NSC IT Teams
  • Applications related problems requiring triage to respective application support group

Main activities, but not limited to, are:

  • Register, classify, route, follow-up and resolve request according to internal processes
  • As 1st Level Support Provides technical support to end-users by identifying problems, researching and answering questions, troubleshooting problems or forward them to the 2nd level supportOwn the incoming requests and manages escalations
  • Support in creation operational documents/instructions for Service Desk team
  • Identify and document Workarounds
  • Support maintenance and accuracy of Knowledge articles available for end-users via service portal
  • Identify candidates for Service Catalogue items based on commonly requested items by end users

REQUIRED SKILLS:An ideal candidate should have:

  • 2+ years of experience in Service Desk agent function
  • Basic understanding of Azure Cloud and M365
  • Excellent communication and interpersonal skills
  • Very good command of English written and spoken
  • Can do approach and capability to work in dynamically changing environment

Below skills will be an advantage:

BMC HelixITIL Foundation certificate.AWS/Azure Cloud knowledge.

Qualifications

BE /MCA or any other bachelors degree with the right experience

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