Job Details

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  Must have 2-3 years of experience in IT Service Desk - Helpdesk
• Excellent communication with skills like Active listening, empathy, technical proficiency & professionalism (both verbal and written)
• In-depth Technical Support role, Advanced troubleshooting for Desktop, Active Directory, Outlook Configuration, O365 Applications, Printers, Scanners, DL, Shared Mailbox etc.
• Remote Support Services/ Desktop Support / Technical Support.
• Knowledge of ITIL V3, V4 and ticketing tool CA Service desk, Service Now, Jira, Azure DevOps, Fresh desk etc.
• Good Knowledge of SLA, ticket triaging and handling escalations.
• Experience dealing with International clients or customers.
• To provide remote customer service support to clients, engineers and staff.
• To coordinate, collaborate and escalate tasks with Global IT teams within established timelines.
• Ability to work without direct supervision.
• Open to work for 24X7 Rotational Shifts (Any Regional Support \xe2\x80\x93 US/ EMEA / APAC)
• Open to work on weekends for on-call support.
• Ability to understand the urgency & priority of reported issues or given situations.
• Open to working from Office and home in a Hybrid model.

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  Maintain good client relationship
• Good interpersonal skills and ability to work well within the team.
• To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings
• Ability to utilize the applications for IT support, reporting and documentation.
• Good problem-solving skills, ability to visualize a problem or situation and think abstractly to solve it.