Information Technology Service Desk

Job Description: Experience

• Minimum 2 to 3 years of experience in handling calls/emails in an international help desk is a must.
• Good understanding and hands-on experience with the Incident Management process, including prioritization and categorization of incidents, is important.

• Excellent Communication Skills: Proficient in both spoken and written communication.
• Handling Voice Calls: Experience in managing and resolving issues through voice calls.
• ITIL Process: Knowledge of Incident Management and Service Request fulfillment.
• Documentation: Ability to document technical details, process updates, ticket status, and other relevant information as suggested by the Quality Lead.
• Incident Management: Monitor the Incident Management queue, assign/reassign tickets, and follow up as per standard procedures.
• Service Request Execution: Experience in executing service requests raised in the ticketing tool according to SOPs provided to the team.
• Basic Troubleshooting: L1 level troubleshooting of issues related to desktop, network, printer, Active Directory, O365, Lotus Notes, and email.
• Proactive Problem Management: An added advantage.
• SLA Tracking: Track incidents/service requests/problem tickets to ensure resolution within SLA, escalate unresolved issues as per the escalation mechanism, analyze ticket trends, and provide reports with improvement actions.
• Remote Desktop Support: Use Remote Desktop to assist end-users as required.
• Analytical Skills: Ability to understand end-users’ technical requirements, solid troubleshooting, problem-solving, and analytical skills.
• Customer Service: Excellent proactive verbal skills and communication skills.
• Rotational Shifts: Willingness to work in a rotational shift 247365.