Job Description

• Act as a single point of contact for all modes of support such as phone calls, chat, web portal and emails from customers regarding their IT issues and queries
• Basic and intermediate level of understanding related to Incident, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs etc.
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, IPhone, Exchange & Active Directory)
• Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio & Project)
• Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closure
• Take ownership of user IT issues and follow up the status of problems with respective work groups on behalf of the end user
• Communicate progress on Incidents and Service Requests in a timely manner back to the end user
• To maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principles
• Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Handling major incidents by coordinating with multiple teams
• An ITIL qualification (ITIL V3 and Edition 4) is preferable, but not essential
• Basic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP certification would be desirable

Demonstrated Experience

• Excellent English communication skills (written and verbal) and telephone call handling etiquettes
• 1 to 2 years previous IT Service Desk experience required
• Incident Management experience (Managing incidents including business expectations and communication)
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2010
• Experience in using and troubleshooting Outlook (2010 and above) in a network environment (permissions, calendar sharing, delegation)
• Minimum Education: Graduate in Engineering or Science

Behavioral Attributes

• Strong communication skills, both verbal and written (English language)
• Work well in team environments and be self-motivated/self-starter
• Strong listening skills and ability to innovate and brainstorm around business ideas and needs
• A self-motivated achiever who gains satisfaction from providing excellent customer service
• Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results driven in 24*7 environment
• Able to derive results in an ambiguous setting and accomplish results in line with business needs
• 24*7*365, 5 days a week, however, primarily driven by business criticality and needs - when situation demands/warrants flexibility

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