Greetings from Live Connections

Role Information -Service Desk Agent

Role Designation- Senior Technical Support Executive

Mandatory requirement for experienced candidates:

Min. 12-18 months work experience in IT Service Desk/ Tech support process providing remote support for Password Reset, Account Unlock using Active Directory, Basic knowledge of Azure AD, O365 exchange admin.
Basic Knowledge of Shared Mailbox, Distribution List, User Mailbox, Conference Room, Outlook profile configuration, MS Teams synchronization issues, SharePoint and ODB related issues.
Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook , Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
Basic networking knowledge

To participate in an on call rota, providing a 24 hours, first line support service to users.

To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
Update incidents with detailed and relevant information in a timely and effective manner;
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
Escalate an incident or troubleshoot tickets according to the company escalation processes;
Ensure Customer Service Level Agreements are met or exceeded;
Respond to customer enquiries in a timely and efficient manner;
Ensure appropriate documentation of the interaction on the customers account in the prescribed format
Execute transactions as per prescribed guidelines and timelines
Ensure customer/user confidentiality and data protection at all times

Education and other requirement

Experience (12-18 Months)
Willingness to work in rotational shifts
Experience of at least 12 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.

Understanding of ITIL working practices

Problem solving associated with a mixed computing environment.

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Service Desk Agent