Service Desk

Must have

• Good communication
• Should be willing to work from our  Bangalore office and working in Shift
• A Prior experience of working in a voice based technical helpdesk for supporting end user devices (desktops /Laptops) and applications
• Basic understanding of incident management
• Must have prior experience of using a ticketing tool like ServiceNow
• Prior experience in handling global users as helpdesk analyst (voice process)

• L-1 and L-2 troubleshooting experience across Microsoft Operating Systems including Windows 7, Win10, MS Exchange /Outlook environments and browser functions
• Experience is providing application L-1 support using standard operating procedure instructions
• Must have good written and spoken skills in English

• Willing to work over a 24x7 operations rotational shifts (focusing on US Shift basically)

• Respond to requests for technical assistance by phone, email, chat or using the Service Desk management system.
• Enter and manage all incidents and problems in the incident management system and act as a liaison between customers and technical escalation teams.
• Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
• Apply diagnostic utilities to aid in troubleshooting.
• Provide SOP based first level resolutions
• Ticket creation / Categorization / Prioritization
• Ability to identify and organize tickets according to priority and forward tickets to Field Engineers (L2)
• Incident resolution and Ticket closure
• Apply standard operating procedure and basic troubleshooting for standard IT issues
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Identify and learn appropriate software and hardware used and supported by the organization.
• Develop help sheets and frequently asked questions lists for end users.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users
• Own and follow up issues until closures