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Datamatics Business Solutions
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Service Desk Executive

Service Desk Executive

Datamatics Business Solutions

3 - 6 years

3 - 6 Lacs

Mumbai

Posted:1 month ago| Platform:

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Skills Required

Service Desk Outlook Configuration OS Installation M365 Windows Troubleshooting Troubleshooting

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role

To support IT operations during the assigned shift by identifying closest possible cause(s) of production issues & actively participating in the resolution process through coordination with resolver groups. Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.

Responsibilities

Co-ordinate resolution of open faults/ incidents by identifying closest problem cause & by communicating with various resolver groups thus working towards earliest possible resolution.
Respond to queries either in person or over the phone basis the ticket raised.
Manage Service Desk mailbox to acknowledge and respond to queries or assistance required over emails.
Maintain regular communication with end-users through timely updates.
Ensure strict adherence to the Service Desk life-cycle by closely tracking assigned tickets, rigorously follow the IT escalation matrix for applicable issues.
Effectively executing service/support requests of senior management users.
Identifying recurring problems, reporting trends to the Shift Leads & recommending solutions.
Perform routine activities from start-to-finish like Antivirus/patches updates on end points, maintaining end-user workstation inventory, upkeep of common devices like printers & other IT accessories.

Help Desk Skills and Qualifications

An Associate's degree in computer science / Graduation / Diploma in Computer Hardware or related field.
Must have worked in an internal client base organization
Minimum 600 to 700 end user infrastructure base
Troubleshooting first level which includes basis network level troubleshooting via system (tracert, continuous ping, etc.) hardware/software/OS level troubleshooting.
A strong working knowledge of computer systems, hardware, and software and the ability to troubleshoot and diagnose problems
Working/troubleshooting knowledge Windows OS XP/10/11 and Microsoft Suite.

Requirement

Good problem-solving, analytical, and team-working skills and ability to communicate effectively to help customers fix their issues and feel satisfied with the experience.
Excellent communication and interpersonal skills.
An openness to learning new technologies.
Should be comfortable to work in shifts.
(including night)

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Datamatics Business Solutions

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Service Desk Executive