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service desk
Diverse Lynx
posted 2y ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
Must-Have
- Strong oral and written communication skills.
- Exceptional interpersonal skills, with a focus on listening, and questioning.
- Experience with Microsoft Windows OS fault resolution.
- Experience troubleshooting Microsoft Office 2013/2016 suite
Good-to-Have
- Knowledge of ITIL principles; Incident, Service Request, Major Incident, Knowledge and Problem,
- Working knowledge of a range of diagnostic utilities.
- Knowledge of desktop and laptop hardware and peripherals.
SN Responsibility of / Expectations from the Role
1 Key process accountabilities are Incident Management, Service Request Fulfillment, Knowledge Management and Continual Service Improvement.
2 Answer to resolve all incidents and requests first time(FCR)
3 Answers telephone calls presented within the OLA. Responds to incoming service desk incidents and requests in a professional manner
4 Resolves incidents within the defined OLA
5 Ensures effective first-line investigation is completed before escalating to second or third line.
6 Accurately records all diagnostics, communications and resolutions in the service management toolset
7 Follows best practice guides and scripts as required
8 Ability to prioritize and control workload
9 Ensures issues, reopened incidents and urgent issues are escalated immediately to the Service Desk lead
10 Cross train and share knowledge with other team members often 11
- Role - L1 Service Desk IT Support Associate (Chat, Email and Phone - Contact Channels)
- Should be flexible with 24/7 rational shift and rotational Weekly offs
- Should be available for Work from Office during training and continue to be available to Work from office during production as well (Hinjewadi- Phase 3, SP - S3)
Employment Type: Full Time, Permanent
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23%
8%
8% candidates got the interview through other sources.
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What people at Diverse Lynx are saying
What Diverse Lynx employees are saying about work life
based on 299 employees
Strict timing
Monday to Friday
No travel
Day Shift
Diverse Lynx Benefits
Submitted by Company
Cafeteria 
Health Insurance Free Food Job Training Free Transport
Submitted by Employees
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