Service Desk Agent( International Voice Process ) - Technical

• Efficient Incident Management: Handle incoming contacts/transactions effectively, ensuring service level agreements (SLAs) are consistently met
• Leverage deep knowledge of Office 365 to support and ensure user satisfaction & resolution rate
• Assist in monitoring and maintaining the Windows or Windows Virtual environment under supervision
• Carry out the advance level of troubleshooting on Windows OS and applications; Windows event logs for initial errors/failures; escalate where needed
• Basic troubleshooting of conference-based devices like Teams Rooms; Surface Hub
• Follow ITIL best practices related to change, release management; Contribute to documentation efforts and knowledge base updates
• Ownership of Technical Tickets: Take full responsibility for escalated tickets requiring advanced technical analysis, working towards resolution through direct user support or routing to appropriate resolution groups
• High-Quality Issue Resolution: Ensure tickets are resolved efficiently with a high success rate by leveraging advanced tools, knowledge, and expertise within the team
• Exposure to Microsoft Intune / Endpoint Manager
• Analyse endpoint data for usage, performance, and compliance metrics using dashboards or Modern Tools like Nexthink and (1E) Tachyon
• Monitor and troubleshoot device issues, app deployments, and policy failures
• Working Knowledge in Design and implement automation solutions using ServiceNow Flow Designer, Workflow Editor, and Orchestration modules
• Monitor, troubleshoot, and improve performance of automation jobs, scripts, and integrations in ServiceNow.

Skill Sets

• Basic understanding of Windows operating systems (Windows10/11)
• Familiarity with Windows OS deployment
• Sound knowledge of networking, operating systems, and threat vectors
• Good knowledge of Office productivity tools to document technical procedures & track progress
• Exposure in ServiceNow: Leverages in-depth knowledge of ServiceNow (SNOW) for efficient incident, change, and problem management
• Familiarity in Service Now with Flow Designer, building custom Orchestration
• Strong communication and analytical skills to understand and explain technical concepts clearly
• Advanced Analytical Thinking: Applies logical and analytical problem-solving skills to proactively identify and address system and service issues
• Eagerness to learn new technologies, follow IT best practices, and grow in the infrastructure, desktop engineering or Virtual domain.

Certifications

• Certifications on CompTIA+
• For English language testing, acceptable tests are the Cambridge English (C1) for advanced English proficiency or IELTS (International English Language Testing Service); the proficiency rating must be the equivalent of IELTS 7
• ITIL 4 Foundation Certification
• Certified Service Desk Professional (CSDP)
• Microsoft 365 Certified: Fundamentals (MS-900) Covers Teams, Outlook, OneDrive, etc
• Microsoft Certified: Modern Desktop Administrator Associate Covers Microsoft Windows OS & IOS such as Windows 11 and device management
• ServiceNow Fundamentals Certified, automation.