Service Desk Executive

Job Description

We are Hiring Please go through the Job description below before applying Technical Skill set • Voice Call Handling: excellent knowledge of handing voice calls and multitasking. • Email Communication: professional email writing skills. • Chat Communication: professional chat writing skills and multitasking. • Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts. • Exchange: Knowledge on functioning and configuration of Microsoft Exchange client. AD: Knowledge on - Active directory, Proxy, DNS, Group Policy. Network: Knowledge on LAN setup, basic routing and switching, passive networking. Desktop Security: Knowledge on Antivirus deployment and update, patch management, monitoring and reporting. Desktop, Laptop, Handheld devices: Knowledge on build management, OS deployment, common application installation and troubleshooting, Hardware knowledge. • Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook, iPhone, Network printers, etc • Printers: Hands on experience on managing printers (Local & Network printers) - Lex • Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools. • ITIL: Knowledge of ITIL processes and procedures. • A+: knowledge of A+ processes and procedures. • KM: Knowledge management understanding, review & create new knowledge articles. Key Performance Indicators (KPIs): • Ensure all the User contacts are responded within the defined Turn Around Time • All the L1 Incidents are resolved as per the defined Resolutions Timelines • Follow-up on individual ticket stacks to ensure that tickets are addressed on a timely basis and ageing is kept at minimum. • Ensure Quality Ticket Coding and Classification for all tickets being logged and processed. • Taking ownership of calls/emails logged by his/her colleagues in his/her absence. • Mentoring and providing floor support to the newly joined associates. • Should be proactive in assisting the colleagues, during High Volume Time. Requirement - WORK FROM OFFICE LOCATION - HYDERABAD (Bahadurpally) Excellent English Communication is Required 1.Graduate 2. Freshers with Technical knowledge can apply 3. 24/7 Shifts 4. 5days working , 2 rotational off 5. Immediate joiners only 6. Compensation - Fresher 3LPA, EXP - UPTO 6LPA (Depends on last drawn ) Interested candidates please call at 9875622051 (HR Shruti)