IT Service Desk

JOB FUNCTIONS AND RESPONSIBILITIES

• Provide IT Level 1 Service Desk Support for end-users across all locations.
• Receive, log, and manage calls/tickets from internal staff and external clients via telephone, email, chat, and web submissions.
• Assist users with any IT issues, requests and questions.
• Resolve as many calls as possible and adhere to standard KPIs.
• Perform password resets and account unlocks on Active Directory user accounts or business applications.
• Accurately gather and record all relevant details in the ITSM ticketing tool (ServiceNow).
• 1st and 2nd line support - Troubleshoot IT related problems relating to in-house software and hardware, such as Laptops, Chromebooks, Desktop PCs, Printers and other Peripheral devices.
• Troubleshoot basic network connectivity and application access issues.
• Take ownership of user problems and follow-up on open tickets on behalf of the user
• Drive resolution and communicate progress in a timely manner
• Maintain highest levels of integrity, customer service and professionalism
• Resolve issues with Microsoft applications used within us (Outlook, Word, Excel, PowerPoint, SharePoint, Teams, Azure)
• Create knowledgebase documentation, guides and how-to's to be utilized by the Service Desk.
• Support telecom needs including MS Teams, Call Center Applications, and Microsoft InTune.
• Serve as the liaison between end-users and other support teams as needed.

EDUCATION / EXPERIENCE

·        College degree preferred.

·        At least 2 years' experience working in a high call volume, time sensitive IT support environment for a large company, supporting global users. Voice support experience mandatory.

·        Experience working in a team-oriented, collaborative environment.

·        Basic knowledge of Windows OS, Active Directory, as well as Microsoft exchange server.

·        Basic networking skills including TCP/IP, DNS and DHCP.

·        Basic IT security knowledge.

WORK SCHEDULE and LOCATION:

·        Rotational shifts in a 24x7 support process.

·        Shift duration 9 hours per day, 5 days a week.

·        Will work primarily in the evening or night shift (India time)

·        Should be equipped to work from home, but may be required to work at the office when required. Company transport will be provided within Mumbai city limits.