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.