Service Desk Technical Associate

Service Desk Technical Associate

Immediate Joiners only

Excellent Communication - B2 level

Work Location: Hyderabad

Willing to work in 24/7 rotational shifts and work from office

• Ability to work in 24*7 environment.

• First Point of Contact for users to report technical issues.

• Record all interactions through call, email or chat in the Ticketing System. Resolve issues under support boundaries and route issues beyond scope to the respective Support Groups.

• First Line Troubleshooting to be done completely using the available resources and documented before assigning/routing the tickets to the L2 Groups.

• Ensure reported issues are responded and addressed as per the defined SLA timelines.

• To work towards effective and timely resolution of issues.

• Document the Learnings and contribute Knowledge Articles.

• Timely Communication of Priority Issues to the respective stakeholders and coordinate until resolution.

• Document detailed and accurate notes, record them on ITSM tool.

Technical Skill set :

• Voice Call Handling: excellent knowledge of handing voice calls and multitasking.

• Email Communication: professional email writing skills.

• Chat Communication: professional chat writing skills and multitasking. • Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts.

• Exchange: Knowledge of functioning and configuration of Microsoft Exchange client. AD: Knowledge on - Active directory, Proxy, DNS, Group Policy. Network: Knowledge on – LAN setup, basic routing and switching, passive networking. Desktop Security: Knowledge on – Antivirus deployment and update, patch management, monitoring and reporting. Desktop, Laptop, Handheld devices: Knowledge on – build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.

• Troubleshooting: Remote troubleshooting experience: Desktop, Laptops, Notebook, iPhone, Network printers, etc.

• Printers: Hands on experience on managing printers (Local & Network printers)

• Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools.

• ITIL: Knowledge of ITIL processes and procedures.

• A+: knowledge of A+ processes and procedures.

• KM: Knowledge management understanding, review & create new knowledge articles.

• MS Office: Good knowledge of support of MS Office and standard software.

• Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10, 11), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)

• O365: Understanding of Microsoft Office (e.g. Office 365)