Job Description

Role:

Skills:

• Minimum 6 - 9 years’ experience in a Service Desk / IT Support in a global organization
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc)
• At least 6 to 12 months of Prior experience as an Operations SME/Shift lead or other management roles with IT Service Desk environment. Familiar with CMS and call management queue
• In-depth knowledge of Service Desk SLAs/KPIs.
• ITIL knowledge
• Understanding of Windows X operating system
• Assisting with configuring/troubleshooting of Software and Hardware
• Experience working with Service Now to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Excellent troubleshooting skills
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD) , Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 9 x 5 support environment including working on Weekends and Holidays.
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development

͏

͏

͏