Associate Consultant - IT Service desk & Remote Tech Support 1

Experience

Job Description

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.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology

ITIL V4 Foundation training or certification

Knowledge and experience using OS like windows, Mac and Linux

Working knowledge of MS Office (PPT, Excel, Word)

Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply.

PREFERRED SKILLS:

Certification – ITIL V4, Modern Desktop administrator (MD 103)

BEHAVIORAL ATTRIBUTES:

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets


• Excellent problem solving / troubleshooting skills


• Displays awareness of customers’ stated needs and gives priority to meeting and exceeding customer expectations


• within stipulated time


• Explains ideas clearly and logically to others and is attentive in interactions


• Identifies the target audience for communication and carefully listens to their opinions and feedback


• Ability to work in Teams

Required Technical/ Functional Competencies

PRIMARY SKILLS:

• 2-4 years of call taking profile with core Help Desk Skills


• Experienced in Incident Management


• Basic Understanding of the Enterprise IT Infra set up


• Basic knowledge on Active Directory.


• 2+ years’ experience supporting wide multiple versions of operating system


• Basic O365 Administration using Office365 Admin Console.


• Strong writing and documentation skills a must including being able to train other Engineers as and when required.


• Good knowledge on trouble shooting email client issues like Outlook.


• Excellent Hardware and software troubleshooting skills


• Good understanding in handling Microsoft office suite functionality and troubleshooting skills.


• Fluent in English, in both oral and written communication


• Good knowledge in Utility software technical knowledge such as Antivirus and others.


• 24x7 Rotational Shift, ability to working from office is preferred, location will be city with Yash Office.

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


• Remote troubleshooting.

Required Behavioral Competencies

Accountability:

• Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility:

• Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration:

• Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus:

• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

• Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

 Drives Results:

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.

Certifications