Service Desk Technician SD1

Efficiently and accurately triage, troubleshoot and escalate if required technical incidents of IT applications, platforms, systems and devices, to minimize business impact.
Handle service requests, install/uninstall approved software and configurations.
Initiate service orders to technicians on site.
Actively work to develop production environment and service delivery
Understand and implement changes in customers production environments according to agreed change processes.
Use remote control tools and knowledge management tools to achieve first contact resolution.
Record and inform users of progress in the service management system.
Create and update knowledgebase articles.
Contribute proactively on shift-left opportunities.
Adhere to the agreed standards and service levels.
Actively participate in operational meetings, process and quality improvements, internal and customer collaboration activities to innovate and deliver exceptional user experiences.
Prerequisites:
2-4 experience as a frontline Service Desk specialist.
Hand-on experience in troubleshooting desktop operating systems, Microsoft 365, Active Directory services, computer networks, virtual interfaces and business applications.
Desired:
Experience working with multinational and multilingual teams across several time zones.
SDI or HDI certification.
Technical experience in omnichannel cloud contact center as a service.
Certification from Microsoft, Google, AWS or CompTIA.
Work Environment: 24X7 operation, late night work.
Location: Bangalore/work from office.

Skills:

• English
• Incident Management
• Help Desk/IT Service