Urgent Opening For Service Desk Role

Greetings from Peoplefy Info-Solutions!

We have an opening for Service desk role for Pune Location with one of our top Global Clients.

• Respond to incoming incidents and service requests from employees via tickets, phone calls, e-mails or monitoring and act as a first and single point of contact
• Ensure accurate and efficient tracking of issues to facilitate timely resolution
• Perform diagnosis for initial categorization & prioritization based on given service catalogue.
• Narrowing down incidents to impacted services and SLAs.
• Ticket Resolution or escalation based on given checklists and experience.
• Ensure to resolve a ticket in time or escalate to the next expert level.
• Maintain clear and professional communication with users and other support teams.
• Provide information updates to the Customer or Experts.
• Work closely with other IT teams to ensure seamless support and knowledge sharing.
• Ensure a good collaboration and transfer of know-how.

Knowledge, Experience and Skill / Competency and Responsibility Requirements

Type of required functional knowledge (depth, breadth):

• Profund know-how/understanding & troubleshooting of Microsoft Operating systems and office suite applications.
• Experience in a helpdesk or customer support role.
• Knowledge of AD, DNS, DHCP, Microsoft Outlook, and system applications, LAN/WLAN as well as skills on LAN network infrastructure related to endpoint cabling.
• Good knowledge of computer hardware, software, and networking principles and components.
• Familiar with basic video conferencing /audio conferencing
• Good communication skills, excellent problem-solving ability, critical thinking, and possess analytical mind
• Good knowledge of IT systems, infrastructure, and protocols.
• Familiar with ITIL framework and IT best practices personal skills.

Further Responsibilities:

• Perform remote troubleshooting of incidents through diagnostic techniques
• Direct unresolved issues or service requests to Expert Level as per define escalation procedure.
• Provide timely and accurate feedback to the On Duty Manager on foreseeable technical challenges, unachievable timelines, and other day-to-day issues and tasks.
• Close follow up with end users upon incident or tasks resolution to ensure closure.
• Work in designated shift rotation to ensure 24/7 coverage.

Interested candidates can share their resumes on - asha.ch@peoplefy.com with below details

• Total years of experience :
• Relevant years of experience :
• Location :
• Notice period :