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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Automobile / Auto Ancillaries |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
Roles and ResponsibilitiesJob Description The ServiceDesk Agent will be involved in the daily delivery ofServiceDesk Services to Novozymes users.The agent will be part of a global ServiceDesk team based inBangalore, India which delivers technical IT support services andguidance 24/7.This is an end-user facing role which will include interacting with theend users via phone calls, chat and e-mails. Based on thisinteraction, the ServiceDesk Agent, using his/her technical andprobing skills, will try to resolve issues, reported by users, withindefined SLAs. It is expected that this will be done while maintaininghighest level of professionalism and customer satisfaction. This rolewill require the individual to work in night and weekend shifts on arotation basis.Tasks and responsibilities Common ServiceDesk duties include answering telephones, chat,communicating with users around tickets, diagnosing andtroubleshooting HW and SW problems, dispatching tickets to 3 rdlevel, organizing hardware replacement and installing new softwareon clients machines.The key responsibilities for the ServiceDesk agent includes: Respond to requests for service/technical assistance inperson, via phone, emails and chat. Diagnose and resolve technical hardware and softwareissues Research questions using available information resources Advise user on appropriate action Follow standard help desk procedures Log all help desk interactions Administer help desk software Identify and escalate situations requiring urgent attentionTechnical Knowledge Knowledge and prior experience in the following areas is pivotal tothis role: Windows 10: Good understanding of the OS and itsfunctionalities to troubleshoot OS level issues. Network: Good knowledge of Network components like IPaddressing, DHCP, DNS, LAN, WAN, standard CLI commands etc. Office365: Good understanding of O365 architecture andapplications within the O365 suite. Knowledge and ability toresolve O365 related issues. Active Directory: Basic understanding of Active Directory and itscomponents. PC Build: Good understanding of hardware and softwarecomponents of a PC and their functionalities. Softwareinstallation/ deployment on user PCs. Mobile Devices (Mac): Hands on experience in supporting Apple(Mac) phones and tablets. Windows Server: (preferred) Fair understanding and experiencein maintaining Windows servers, e.g. disk defrag, disk clean-upetc. MS SQL (preferred): Basic understanding of MS SQL architectureand queries.Basic Qualifications You have a bachelor in IT, Engineering or other related fields 1-2 years of experience with ServiceDesk/ Service operationsexperience Good experience in IT operations and Service Delivery incl.ServiceDesk operations You have excellent communication and presentation skills You have a good process understanding, especially around ITIL. You have experience with and understanding of working in amulti-cultural environment and are fluent in English,
Keyskills :
ms sqlit supportservice deskit operationsmobile devicesactive directoryservice deliverysupport servicessqllanwandnsclichatdhcpdiskbasicmobile