Technical I, Global Service Desk (TCF)

Job Title

IT Service Management (ITSM)

Function: IT Global Service Desk (Location GGN / WAH)

Roles & Responsibilities

• Initial assessment of reported incident or service request at Helpdesk
• Provides support for basic incidents reported via email, ticket or phone
• Follow triage for High Severity Incidents and start Sev1/2 ticket
• Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC
• Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components
• Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
• Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility
• Asking questions about the problem and explaining possible solutions
• Dealing with common or basic technical issues
• Taking remote desktop to diagnose the root cause and provide fix
• Using automated diagnostic programs to solve network problems
• Updating knowledge bases with details of common problems
• Using helpdesk software to log calls with descriptions of issues, progress and solutions
• Adhere to response & resolution SLA’s
  

Desired Skills

• Excellent verbal and written communication skills
• Working experience on BMC Remedy tool
• Should be willing to work in shifts (24*7)
• Overall, should be a good team player with willingness to learn and drive to achieve.
• ITIL certification (added advantage).
• Knowledge of SolarWinds monitoring tool (added advantage)
• Working experience into remote support tool (added advantage)
• Window OS & desktop troubleshooting knowledge
  

Qualification

• Graduate with Diploma/Certificate in Information Technology
• Regular degree/diploma in Information Technology, B.E, B. Tech, BCA / MCA, BSCIT (would be given preference)

• Certifications & Specializations
• ITIL V3 / ITIL Advanced
• Certifications in network i.e., CCNA - Cisco Certified Network Associate, CCNP - Cisco Certified Network Professional, CCIE - Cisco Certified Internetwork Expert (would be given preference)
  

Experience

• 3 to 5 years in industry
• 2 years’ working experience in IT Service Desk / Helpdesk
  

Level & Compensation

• Band as per legal entity title
  

Language Requirements

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