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Consultant - IT Service desk & Remote Tech Support 1

icon briefcase Tipo Lavoro : Full Time

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Descrizione Lavoro - Consultant - IT Service desk & Remote Tech Support 1


Experience

3-5 Years

Job Description

ROLE AND RESPONSIBILITIESROLE 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:


 



  • 4-6 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.

  • 4+ 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.

  • 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

Mandatory: CA, AZ104, MCSA, Business Intelligence Development Certification, Microsoft Certified Azure AI, Azure Data & Azure Administrator; Desirable: OCP, CCP/Yash defined course, Administration level Certification of any Storage Tool/Backup Tool
Mandatory: ITIL V4 Foundation
NCA - Nutanix Certified Associate

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Informazioni sull'azienda

Yash Technologies

YASH Technologies is a leading Digital Solution Company for Business IT Solutions. YASH is a Right Sized Technology Partner of Choice.

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