Service Desk Agent

Interview mode : Virtual Drive

Role : Service Desk Agent

Experience : 2to 6 years

Location : Noida

Keywords : IT Service Desk, IT Help Desk

Desired Competencies (Technical/Behavioral Competency)

Primary Skills

1. Excellent Communication skills both written & Verbal 2. Basic PC and peripheral Hardware troubleshooting (including print & scanning devices) 3. Basic networking and Troubleshooting, LAN, WAN, Wireless, VPN knowledge 4. Troubleshooting E-mails ( Outlook /Teams) 5. Escalates unresolved Incidents /requests to the proper tier 2 and 3 support team. 6. Exposure to ITIL processes 7. Mandate to work in 24x7. 8. Co-ordination with multiple stake holders (including MIM) 9. Create the Standard Operating Procedure and update the knowledge database documentation whenever required 10. Need to have automation mindset and exposure to AI tools and concepts

Secondary Skills

1. Good understanding of Incident, Asset, Problem and Change Management (ITIL)