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Technical Associate - L1 Service Desk

3.00 to 5.00 Years   Hyderabad   26 Feb, 2021
Headstrong
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Technical Associate- IT Service DeskCertain responsibilities related to Level 1 Service Desk Support are identified briefly below:

  • 24x7 Level 1 IT Service Desk support through Phone, Chat, Email, Voicemail & Web (Self-service)
  • Provide Incident, query and service request management and monitoring (incl. escalation)
  • Initial remote desktop support, user access management, password reset, account unlocks, VPN issues, Microsoft Issues, Internet, Soft & Hardware Issues, Windows and OS support, etc.
  • Review and Maintain internal Service Desk Support/knowledge Base
  • Implement and Maintain self-service/self-help resources and services
  • Report on known outage and service impacts
  • Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively
  • Use of soft skills - Listen, Appreciation, Courtesy etc.
  • Utilize professional techniques to retain & delight customers.
  • Provide quality service & resolve concerns efficiently & expertly
  • Above all, take full ownership of the Incident from Creation to Closure
Qualifications we seek in you! College diploma or university degree in the field of computer science. Preferred qualifications
  • Familiar with ITIL framework.
  • Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.
  • Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office and other efficiency suites.
  • Expertise in Active Directory administration, including creation of domain/exchange accounts.
  • Excellent troubleshooting skills.
  • Ability to work effectively in a fast-paced environment.
  • Ability to effectively prioritize incidents and service requests.
  • Ability to work in flexible hours based on business demands and on-call support in off business hours and on weekends, as necessary.
  • Good written and presentation / verbal communication skills with experience of customer interfacing role. In-depth requirement understanding skills with good analytical and problem solving ability, interpersonal efficiency, and positive attitude
  • Excellent customer facing skills that include conducting compelling technical briefing & demonstrations including issues, status reports and resolving impediments.
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Keyskills :
sqljavacustomer relationstroubleshootingdatabase administrationit service deskservice request managementactive directory administration

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