Service Desk Executive

Job Description

We are looking for Service Desk Executive -Position Summary Executes transactions as per prescribed timelines. Performs Initial troubleshooting to identify the root cause and provides resolution to the customer. Reviews and validates inputs from process executives and assists them to execute transactions without errors. Provide first /second-level technical support, service restoration, fulfillment of service requests, and advice to users ensuring the maximum availability, performance, and utilization of knowledge and information systems. Follow a systematic, disciplined, and analytical approach to problem-solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines. Provides remote assistance to End Users (phone, email, chat, and other channels)Required skill set Analytical and Problem-solving skills Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts, and further effort to resolve issues Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues Problem-solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently Display ownership and accountabilityo Quickly build trust and confidence with the customero Own and resolve customer issues efficiently, effectively, and empatheticallyMandatory requirement for experienced candidates:Minimum 3 years of experience in Service Desk/ Tech support process / Cloud Computing Process Excellent communication skills C1 equivalent proficiency Displays excellent customer service skills and capabilities Response, diagnosis, resolution, and tracking by phone, email, chat, and social media of customer support queries. Maintain response and resolution speed as defined by SLOs Keep high customer satisfaction scores and follow quality standards in 90% of cases. Use the existing knowledge base to provide a customer-facing root cause assessment. Provide customer-facing bug progress summary using available tools and platforms. Handle escalations raised by customers and partners. Handle consults from the lower tier to assist in case resolution Good presentation and client Interfacing skills Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects Confidently communicates current performance and improvement ideas with the clientTechnical SkillsBasic knowledge of cloud computing and types of cloud computing Basic Knowledge of Mail server settings IMAP, POP, and SMTP Basic Knowledge of Domain Server Concepts like DNS ( Domain Name Server/Domain Naming System), DKIM and DMARC Basic Knowledge of SPF (Sender Policy Framework) or SPF records /TXT records, MX records, CNAME Experience in working on Active Directory Basic knowledge of Internet Protocols LDAP (Lightweight Directory Access Protocol ) Basic knowledge of SSON (Single Sign On) Basic knowledge of API (Application-Programming Interface) Intermediate knowledge of the Prevention of Spam, Phishing, and Malware Intermediate knowledge of T/S Small Forms (iOS, Android, Windows) Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint, and OneDrive for Business Experience working within a busy ICT Service Desk environment, showing experience in systems, support, diagnostic, and resolution. Intermediate knowledge of Registry Fixes, Patch upgrades, Virus T/S, Security, Encryptions Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices, and carriers. Basic networking knowledgeJob duties and responsibilitiesActively troubleshoot to identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit and within agreed processes To participate in an on-call Rota, providing 24 hours, first-line support service to users. Response, diagnosis, resolution, and tracking by phone, email, chat, and social media of customer support queries. Maintain response and resolution speed as defined by SLOs Keep high customer satisfaction scores and follow quality standards in 90% of cases. Use the existing knowledge base to provide a customer-facing root cause assessment. Provide customer-facing bug progress summary using available tools and platforms. Handle escalations raised by customers and partners. Handle consults from the lower tier to assist in case resolution Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects Confidently communicate current performance and improvement ideas with the clientEducation and another requirement BCA/BTECH/MCA/BE- Computer Science Willingness to work in rotational shifts 24X7 operations Flexible with Weekly Offs

Keyskills :
service deskcloud computingimaptech supportescalationssmtp