IT Service desk/Technical support

We are hiring for IT Service Desk position.

Work Location: Pune

Experience: 2-8 Years

Qualification: Any technical background graduation.

Notice Period: Immediate Joiner

Salary - As per market standard.

Technical Skills: OS(Windows/MAC), MS Applications(O365), Servers, VPN, Active Directory, Networking, Etc.

Required: Excellent communication skills with good technical knowledge.

Candidate should have basic good knowledge of computer like VPN, troubleshooting, configuration, ticketing, installation, IP address, etc.

Interview Round-

1. Voice Assessment

2. Technical Round

3. HR Round

Please find Job Description for your reference.

To provide excellent customer service and high quality resolution to all customers as part of a 2nd Line Support team for all incidents and service requests in line with Service Centre objectives

Main responsibilities:

Provide first class, multi site support for all end user incidents and service requests relating to the business and IT environment, maintaining high levels of ownership throughout the incident lifecycle.

Undertake prioritization, analysis, diagnosis, resolution or reassignment of a wide range of incidents using the Knowledge Base, including computer and point of sale hardware, operating systems, applications and networks.

Maintain clear, accurate and timely information for every incident or service request to provide relevant data to the end user, other IT personnel or 3rd Parties and to enable effective triaging or request fulfilment

Responsible for supporting investigation and diagnosis of assigned problems for workarounds and/or root causes. Proposes solutions to problems and implements solutions if Change Management is not required

Own customer service on a call by call basis, taking end to end responsibility for all service requests

Ensure effective management of issues raised through calls, emails, self service and face to face and handle the resulting incidents or Service Requests, using agreed incident management and request fulfilment processes.

Understand and proactively operate the escalations procedures

Ensure effective management of incidents or service requests, using agreed incident management and request fulfilment processes and consistently meeting agreed SLA targets

Ensure compliance with quality management, risk management, security policies and procedures.

Monitor the status and progress of incidents and service requests

Lead Continual Service Improvement through identification and delivery of process improvements and problem prevention.

Adherence to policies and procedures, closure of open calls after resolution.

Major activities:

Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User.

Provides status and updates on tickets to authorized users

Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction.