Area(s) of responsibility

About : Birlasoft combines the power of domain, enterprise, and digital technologies to reimagine business processes for customers and their ecosystem. Its consultative and design thinking approach makes societies more productive by helping customers run businesses. As part of the multibillion-dollar diversified
CKA Birla Group, Birlasoft with its 12,200+ professionals, is committed to continuing the Group's 170-year heritage of building sustainable communities.

Service Desk Specialist

5-8 Years

24/7 Operations- Rotational Shift & week Offs

• Candidate must have knowledge on English Language, 5+ Years of experience with good communication in English Language and technical skills on windows desktop platform.
• 24/7 Support Model (L2- Remotely End user Support for US and Canada users.)
• Responding to client support requests and contacting User to find out the nature of the problem.
• Resolving user issues related to basic desktop issues related to deployed software images, software packages, delivered patches, security updates and necessary tools for user desktop/laptops.
• Escalating software and other application issues to the subject teams.
• Troubleshooting desktop/laptop hardware and software issues, that can be worked upon remotely.
• OS/ Office/ basic system application/Anti-Virus client support.
• Outlook, browser, Printer/scanner installation, configuration and troubleshooting on client system.
• Strong experience & Knowledge of ITIL Process.
• Strong experience & Knowledge of MIM.

Additional

• Installed, modified, and made minor repairs to computer hardware and software systems.
• Understood VPN configuration and mobile device security protocols to ensure data protection.
• Fielded support calls, chat, email, and other communication from users with inquiries regarding software programming, connectivity, Password Resets, Outlook issue, printing, and similar concerns.
• Consulted with users to determine steps and procedures taken to identify and resolve the problem.
• Managed user accounts, groups, and permissions within Active Directory to ensure secure access and efficient operations.
• Performed on-site IT support tasks like hardware repairs, equipment installation, and cabling Applied knowledge of computer software, hardware, and procedures to solve problems.

++ Sound Knowledge of AD, O365, MS-Office, Software hardware Installation, basic Network Support.

Strong technical Background with Excellent Communication Skills.