Information Technology Service Desk

ROLE AND RESPONSIBILITIES:-

• Primary contact point for end users via phone/Chat/self-service tickets.
• Qualify and Open tickets for remediation of events.
• Triage Tickets to respective teams.
• Regular update and follow up on tickets in the queue
• Follow up tickets till closure.
• Ability to manage a variety of technically complicated tasks effectively
• Experience in Remote support and troubleshooting skills.
• Understanding of Basics Hardware accessories / devices and peripherals
• Should be flexible for rotational shifts
• Excellent oral and written communications skills
• Exposure in practicing ITIL standards for Infrastructure management

DESIRABLE SKILLS

• Able to understand the email flow issues internal & external
• End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).
• Demonstrate a high level of customer relationship skills which includes email etiquette.
• Good Communication skills, follow up skills, Willingness to work in rotational shifts
• Good Communication skills follow up skills, Willingness to work in rotational shifts.
• Remote troubleshooting