Service desk

You will be joining Birlasoft, a global leader in Cloud, AI, and Digital technologies, known for seamlessly blending domain expertise with enterprise solutions. The consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft is committed to continuing the Groups 170-year heritage of building sustainable communities. As a Service Desk professional, located in Bangalore, you will play a crucial role in offering implementation advice to customers by relating product functionality to business processes. Your responsibilities will include 24/7 operations with rotational shifts and week offs. It is essential to have proficiency in Portuguese (Primary) and English Language, along with 5+ years of experience and strong communication skills in both languages. Technical expertise on the windows desktop platform is also required. In this role, you will be part of a 24/7 Support Model providing L2 remotely end-user support for US and Canada users. Your tasks will involve responding to client support requests, identifying the nature of the problem, and resolving user issues related to basic desktop software and hardware. You will escalate software and application issues when necessary and troubleshoot desktop/laptop hardware and software problems remotely. Additionally, you will provide support for OS, Office applications, Anti-Virus clients, Outlook, browser, printer/scanner installation, configuration, and troubleshooting on client systems. Your role will also include understanding VPN configuration, mobile device security protocols, and managing user accounts, groups, and permissions within Active Directory. You will field support calls, chat, and emails from users regarding software programming, connectivity, password resets, Outlook issues, printing, and related concerns. Moreover, you will perform on-site IT support tasks such as hardware repairs, equipment installation, and cabling, applying your knowledge of computer software, hardware, and procedures to solve problems. To excel in this position, you should have a strong technical background with expertise in ITIL Process, MIM, AD, O365, MS-Office, software/hardware installation, and basic network support. Excellent communication skills will be essential for effectively engaging with users and resolving their technical issues.,