Service Desk

Roles and Responsibilities

• Serve as the initial point of contact for technical support requests via phone, email, and support tickets.
• Collaborate with team peers to provide best-in-class customer service for aligned task.
• Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.
• Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.
• Should have a basic understanding of Major Incident Management (MIM).
• Experience with tools like Service Now, Genesys, Beyond Trust (Bomgar)
• Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems.
• Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.
• Setup / Diagnoses and resolve MTR / AV related issue.

• Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
• Monitor service desk queues and prioritize requests based on urgency and impact.
• Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.
• Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.
• Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.
• Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.
• Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.
• Candidate should be an effective team player with a keen eye on Continuous Improvements.
• Makes recommendations for updates to the KB database.

• 2-7 Yrs of experience in Service Desk/Technical Support - L1.
• Provide support through Calls, Emails and self service tickets and should be willing to work in 24
  * 7 rotational shift environment.
• Excellent communication and customer service skills to support Global customers.
• Experience with advanced Active Directory, O365, software installation, Printers and other standard applications.
• Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Good knowledge of ticketing systems (e.g., Service Now).
• Strong problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.
• Strong customer service orientation with a focus on user satisfaction.
• Ability to manage time effectively and prioritize tasks based on urgency.