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Associate SME - Service Desk
Microland
posted 1d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Required Skills
Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications
Education Qualification :
Diploma
Certification Mandatory / Desirable :
Technology | IT Certifications | HDI Certification | ITIL Foundation
Details:
1. Handle incoming calls, emails and chat from the user may require working on rotational shift
2. Ability to comprehend end users from International locations over the phone
3. Recording, classifying and prioritizing tickets
4. Providing initial support and troubleshooting based on Knowledge Base articles
5. Taking a remote of an end users machine if required while troubleshooting
6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support
7. Monitoring the status and documenting the progress towards resolution of all open tickets
8. Keeping affected users informed about the progress.
9. Resolution confirmation and closure of tickets within the SLA
Technical Skills:
1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
2. Understanding of desktop applications, installation and uninstallation
3. Ability to support users in business applications based on SOP s
5. Troubleshooting Desktop/Application remotely
6. Ability to carry out Disk management, Disk Encryption, Wireless configuration
7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
8. Ability to Install and configure email client, troubleshoot connectivity issue
Backup and Recovery:
1. Technical understanding of native backup management tools and different types of backups.
2. Ability to provide SOP based support for configuring and troubleshooting backup related issues
3. Basic Networking
Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)
Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications
Education Qualification :
Diploma
Certification Mandatory / Desirable :
Technology | IT Certifications | HDI Certification | ITIL Foundation
Details:
1. Handle incoming calls, emails and chat from the user may require working on rotational shift
2. Ability to comprehend end users from International locations over the phone
3. Recording, classifying and prioritizing tickets
4. Providing initial support and troubleshooting based on Knowledge Base articles
5. Taking a remote of an end users machine if required while troubleshooting
6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support
7. Monitoring the status and documenting the progress towards resolution of all open tickets
8. Keeping affected users informed about the progress.
9. Resolution confirmation and closure of tickets within the SLA
Technical Skills:
1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
2. Understanding of desktop applications, installation and uninstallation
3. Ability to support users in business applications based on SOP s
5. Troubleshooting Desktop/Application remotely
6. Ability to carry out Disk management, Disk Encryption, Wireless configuration
7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
8. Ability to Install and configure email client, troubleshoot connectivity issue
Backup and Recovery:
1. Technical understanding of native backup management tools and different types of backups.
2. Ability to provide SOP based support for configuring and troubleshooting backup related issues
3. Basic Networking
Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)
Employment Type: Full Time, Permanent
Read full job descriptionMicroland Interview Questions & Tips
Prepare for Microland Sme Associate roles with real interview advice
Top Microland Sme Associate Interview Questions
Q1. Have you handle most difficult incident? If Is! What is your approach and what is the learning
asked in
Major Incident Manager interview
Q2. What is problem management and change management?
asked in
Major Incident Manager interview
Q3. What are switching technologies used in day to day life of network engineer
What people at Microland are saying
Rating based on 18 Sme Associate
reviews
Anonymous · IT & Information Security
in Bangalore / Bengaluru
Likes
Work life balance
- Salary - Good
+1 more
Dislikes
Nothing to learn Making to work from office No proper kt documents
- Skill development - Bad
+4 more
Sme Associate salary at Microland
reported by
217
employees
with 5-13
years exp.
₹6
L/yr - ₹18
L/yr
116%
more
than the average Sme Associate Salary in India
View more details
What Microland employees are saying about work life
based on 1.6k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Microland Benefits
View more benefits
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Microland Gurgaon / Gurugram Office Location
Gurugram Office
Microland limited, Ground Floor, 6 & 7 Palm Court, Sector 14, 20/4 Sukrali Chowk, Opp. Huda Park
Gurugram
Haryana 122001
Haryana 122001
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