Role: Service Desk AnalystAccountability· Ability to work in 24*7 environmentFirst Point of Contact for users to report Technical issuesRecord all interactions through call, email or chat in the Ticketing System. Resolve issues under support boundaries and route issues beyond scope to the respective Support Groups.First Line Troubleshooting to be done completely using the available resources and documented before assigning/routing the tickets to the L2 Groups.Ensure reported issues are responded and addressed as per the defined SLA timelinesTo work towards effective and timely resolution of issues.Document the Learnings and contribute Knowledge ArticlesTimely Communication of Priority Issues to the respective stakeholders and coordinate until resolution.Document detailed and accurate notes, record them on ITSM toolTechnical Skill set· Voice Call Handling: excellent knowledge of handing voice calls and multitasking.· Email Communication: professional email writing skills.· Chat Communication: professional chat writing skills and multitasking.· Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts.· Exchange: Knowledge on functioning and configuration of Microsoft Exchange client.
AD: Knowledge on – Active directory, Proxy, DNS, Group Policy.
Network: Knowledge on LAN setup, basic routing and switching, passive networking.
Desktop Security: Knowledge on Antivirus deployment and update, patch management, monitoring and reporting.
Desktop, Laptop, Handheld devices: Knowledge on build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.· Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook, iPhone, Network printers, etc· Printers: Hands on experience on managing printers (Local & Network printers)· Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools.
· MS Office: Good / excellent knowledge for support of MS Office and standard software · Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW) · O365: Understanding of Microsoft Office (e.g. Office 365)Key Performance Indicators (KPIs): Ensure all the User contacts are responded within the defined Turn Around TimeAll the L1 Incidents are resolved as per the defined Resolutions TimelinesFollow-up on individual ticket stacks to ensure that tickets are addressed on a timely basis and ageing is kept at minimum.Ensure Quality Ticket Coding and Classification for all tickets being logged and processed.Taking ownership of calls/emails logged by his/her colleagues in his/her absence.Mentoring and providing floor support to the newly joined associates.Should be proactive in assisting the colleagues, during High Volume Time.Relationships: Mentoring and providing floor support to the newly joined associates.Conducting regular update sessions for any process updates on a need basisCompetencies: High Level of Communication Skills and ability to comfortably handle International Customers.Experience in Service Desk/Technical Support and in a Call Taking Role and competent to engage in first line interactions with end users.Knowledge about Incident and Service desk management.Understanding of ITIL conceptsDocumentation Skills to contribute for Knowledge Articles and Knowledge SharingAbility to initiate and manage Bridge calls and coordinate in resolving P1/P2 issues.Qualification: Graduate, Diploma, IT education or comparable IT professional experienceContract length: 6 monthsJob Types: Part-time, ContractSalary: 17,000.00 – 18,000.00 per year
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