Service Desk Associate

AML Rightsource

3 - 4 years

13 - 17 Lacs

noida

Posted:-1 days ago| Platform:

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Skills Required

it support information technology service management customer service information security sharepoint it service desk mac service request management servicenow it operations service desk itsm microsoft windows communication skills itil jira

Work Mode

Work from Office

Job Type

Full Time

Job Description

Serve as the first point of contact for all IT support requests globally, addressing issues through remote assistance.
Identify, classify, and catalog requests by symptoms and resolutions, escalating to regional support or specialized teams (e.g., Information Security, Compliance, or System Administration) as necessary. Utilize ITSM tools (e.g., Jira Service Management) to log, document, and track issues/ requests, ensuring accurate record-keeping.
Follow-up on ticket requests and monitor their status to ensure timely resolution according to defined Service Level Agreements (SLAs).
Adhere to IT guidelines and standard operating procedures, ensuring compliance with internal policies and regulatory requirements.
Contribute to the creation and optimization of IT processes, identifying opportunities for improvement and efficiency.
Maintain internal documentation, updating it regularly to reflect current procedures and workflows.

Requirements :

Fluency in English (written and spoken) with excellent communication skills.
Strong knowledge of Windows 10/11, MacOS, and the Microsoft 365 suite (e.g., Exchange, SharePoint, Teams).
Hands-on experience with IT Service Management (ITSM) tools, such as Jira Service Management, ServiceNow, or similar platforms.
Proven experience providing remote IT support across different time zones.
Excellent customer service and problem-solving skills with the ability to diagnose and resolve technical issues quickly and efficiently.
Ability to manage multiple service desk tickets simultaneously in a fast-paced environment.
Willingness to work flexible hours to support global IT operations.

Preferred Qualifications :

3-4 years experience in a global or multi-regional IT support environment.

Familiarity with ITIL best practices for incident, problem, and service request management.

Awareness of data privacy and security compliance in IT operations.

Experience with Atlassian products (Jira Service Management).

Experience with Windows 10/11 and MacOS.

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