Service Desk Associate L1/End User Support Engineer - Oreta

As a Service Desk Agent in our shared model working in a 24x7 environment, you will be responsible for providing high-quality technical support to our customers via phone, email, and chat. You will work in a team environment, collaborating with other Service Desk Agents and support teams to ensure timely resolution of customer issues. You will be responsible for managing SLAs, creating KBAs, and accurately documenting all customer interactions.

Role & responsibilities

• Providing 1st and 2nd level issue resolution and troubleshooting for end users (remote users) in a managed services environment.
• Managing incoming requests (via telephone, email or the ITSM portal) promptly and provide high quality and conscientious support in accordance with the SLA.
• Experience in troubleshooting Windows and Mac Operating Systems, Printers, Hardware and application troubleshooting
• Exposure to Active Directory, Azure AD, Exchange, EndPoint Manager (Intune), Office 365, SharePoint Online, One Drive, Teams etc.
• Communicating to users the progress of incidents and requests from receipt to closure.
• Logging all requests via ITSM system including documenting troubleshooting support provided and resolution details.
• Escalating incidents or requests which require additional expertise to next level support teams and maintain contact with them to confirm resolution.
• Setting-up, deploying and maintaining end user hardware and software including thin clients and printers
• Assisting in the creation and maintenance of appropriate IT Service Desk processes and generate documentations as required.
• Liaise with Vendors on support issues as necessary

Preferred candidate profile

• Minimum 24 months' experience in Help Desk/Service Desk environment
• 2-3 years' proven experience working in a managed services environment
• Experience in Office 365, Active Directory, Printers, Desktop and Windows OS
• Must have experience in troubleshooting Mac Operating Systems