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Astreya
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Service Desk Specialist III

Service Desk Specialist III

Astreya

5 - 8 years

7 - 10 Lacs

Bengaluru

Posted:2 months ago| Platform:

Apply

Skills Required

Wireless Ticketing Usage Computer hardware VPN Service desk Network troubleshooting Hardware Customer service Monitoring

Work Mode

Work from Office

Job Type

Full Time

Job Description

What this Job Entails:

The Service Desk Specialist III will support one of Astreya s key clients. The role will be responsible to troubleshoot and fix desktop/ computer hardware and software issues while striving to deliver excellent customer service to the end-user. You need to be an eager learner and put the learning to practice in-line with company and client policies and procedures.

Scope:

Resolves a wide range of issues in creative ways
Seasoned, experienced professional with a full understanding of their speciality
Works on problems of a diverse scope
Receives little instruction on day to day work, general instruction on new assignments

Your Roles and Responsibilities:

Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
Maintain equipment inventory, including processing RMAs and ordering new equipment.
Maintain physical presence at designated service locations and time for employees to pick up the users computer, or deliver to the end-user.
Monitoring, updating and maintaining tickets in a defined ticketing system.
Responds to tickets, contacts users and plans workload.
Update, track and escalate the ticket to appropriate levels/group for resolution as required.
Sign off on closed tickets with the user to include follow up specifically to the end user.
Provide routine software and hardware troubleshooting support to employees to resolve common IT problems.
Support access to corporate network/wireless and applications both on the network as well as over VPN.
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

Bachelor s degree (B.S/B.A) from four-college or university and 5 to 8 years related experience and/or training; or equivalent combination of education and experience
Networks with senior internal and external personnel in own area of expertise
Demonstrates good judgment in selecting methods and techniques for obtaining solutions
Ability to work independently with minimal supervision
Excellent coordination skills and a team player
Ability to identify issues and escalate as needed
Excellent written and oral communication skills
Strong interpersonal and customer service skills
Experience with hardware, software, and network troubleshooting
Experience with software application use and installation
Ability to resolve technical issues under pressure

Preferred Qualifications:

Physical Demand & Work Environment:

Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

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Service Desk Specialist III