Technical Service Desk Executive (Immediate Joiner)

Role & responsibilities

We are looking for male candidates with a minimum of 2 years of experience in a Technical Service Desk role.

Please find below the JD :-

• Strong communication skills, user handling skills, data handling skills (Excel)
• Basic Knowledge in Trouble shooting, Internet skills & MS Office
• Inbound calling process, multi-tasking (working on emails, Calls, Tickets and queries through chat)
• Providing on-call, Chat, and email support for employees contacting from multiple locations across the globe (Primarily US)
• Incident logging, categorization, prioritization, assignment, coordination communication
• Troubleshooting technically composite issues related to Microsoft Outlook, Applications (ION, ActiveXperts, Whatsup Gold/Nagios, Commvault/Veeam Backup Tool etc)
• Acting as the prime point of contact in helping with Active Directory (AD), MS Outlook, VPN, Network, Digital ID, Voicemail, Optimal, Bit locker and SAP password resets adhering to clients security policies.
• Attending the user complaints and assign them to the right resolver teams and update the same in the helpdesk tool
• Maintain all the necessary customer support documentation such as Call Feedback Reports, Installation reports etc and file the same on regular basis.
• Open to work for 24/7(Rotational)
• Incident communication and notification for high priority incidents
• Coordination with application and infrastructure support teams
• Provide accurate Incident resolution and Service Request management, within established Service
• Incidents and Service Requests are managed effectively; ensuring information is captured in the tool for future reference and analysis, in line with ITIL principles
• 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops and Printers
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Experience on tools like Manage Engine Service desk plus tool additional advantage
• Creation/Access Management of Network Drives and Shared Folders
• Active directory management and access controls
• Browser, Wireless and Operating System Troubleshooting

Preferred candidate profile