Service Desk Specialist

Job Description

The IT Service Desk Specialist is a part of a team providing a single point of contact for the efficient resolution of end-user technical problems and requests.

Performance Dimensions:

•            Experience in providing first and second level, remote technical support and manage internal customer expectations in a satisfactory and consistent manner

•            Experience in M365, Active Directory, Ticketing tool (ServiceNow etc ) .

•            Experience in assisting in the resolution of technical support issues including hardware/software configuration and installations, upgrades, maintenance, and troubleshooting

• Experience in Chat and Phone support.

Roles & Responsibilities:

Support:

• Incident Management via Service Now and Monitoring tools
• Work as part of a global IT support team, contributing and assist with global IT support demand and IT projects.
• Work on Supporting users from different time zones, specially users from US and Europe region
• Collaborate with and communicate effectively with internal and external customers, peers, and leaders in a high volume / high pressure environment
• Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management
• Participate in team projects that enhance the effectiveness of the support centre, including but not limited to, creation of internal and customer facing documentation and quality assurance initiatives
• Own and track customer issues using case tracking systems
• Attend training sessions and assist in conducting training / workshops
• Must be able to work independently and take initiative when appropriate keeping supervisors informed and maintaining good documentation

Maintenance:

• Update of support documentation.
• Update of ServiceNow KB articles
• Suggest and implement improvements in Service Desk.

Development:

• Incident Management
• ITIL certification

Qualifications/ Certifications

Knowledge, Technical Skills and Nature of Experience

Behavioural/ Leadership Skills

Level

Experience in L1 and L2 Support of Minimum 3-5 years in relevant function

Microsoft 365(MS Teams, Word, Excel, PowerPoint, Outlook, OneNote, OneDrive)

Active Directory, Ticketing Tool (ServiceNow etc..), SCCM, Incident management.

ITIL Certification

Basic knowledge of Agile methodology

Fluent written and spoken English.

Good in co-ordination.

Influencing, Good Communication

Networking.

Willing and able to work independently and persistently.

Structured and analytical approach.

Incident & Problem-solving approach

Work Location: Pune

Work Model: Hybrid (3 days in Pune Office and 2 days from Home)

Work Timings: Initially night shift. Later - 24x7 (all 3 shifts)

Working Days: 5 days in a week

Experience level: 3-7 years in total + Relevant