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Capgemini
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Service Desk Specialist

Service Desk Specialist

Capgemini

0 years

0 Lacs

Coimbatore Tamil Nadu India

Posted:2 months ago| Platform:

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Skills Required

service support software network troubleshooting communication logging management vpn servicenow citrix azure itil certification scripting powershell mobile mdm documentation

Work Mode

Remote

Job Type

Full Time

Job Description

Job Summary: We are looking for a proactive and customer-focused Technical Support Engineer to provide voice-based L1 and L2 support for hardware, software, and network-related issues. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a passion for delivering high-quality technical support. Key Responsibilities: Provide voice-based technical support to end-users for hardware, software, and network-related issues. Handle L1 support tasks such as password resets, account unlocks, basic troubleshooting, and ticket logging. Perform L2 support including advanced troubleshooting, remote desktop support, and resolution of escalated issues. Escalate unresolved issues to appropriate internal teams or third-party vendors. Follow up with users to ensure full resolution of issues and maintain high customer satisfaction. Adhere to SLAs and KPIs for response and resolution times. Participate in knowledge base creation and continuous improvement initiatives. Primary Skills: Windows OS and MS Office Suite troubleshooting Active Directory (user management, password resets, account unlocks) Remote desktop tools (e.g., RDP, TeamViewer) VPN and network connectivity troubleshooting Incident management using ServiceNow or BMC Remedy Voice-based customer support experience Secondary Skills: SCCM, Citrix, or JAMF administration Microsoft 365 and Azure exposure ITIL Foundation Certification (preferred) Basic scripting knowledge (PowerShell or Bash) Familiarity with mobile device management (MDM) tools Knowledge base documentation and ticket lifecycle management Show more Show less

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Service Desk Specialist