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