IT Helpdesk / Servicedesk Agent - Hyderabad

DUTIES/RESPONSIBILITIES

• Handling High volume of chats (handling simultaneous chats)
• Email handling
• Phone handling (English), M-F 0700-2300 ET, S-S 0700-2200 ET)
• Basic printer troubleshooting (network printing)
• Basic Network diagnostics
• Application troubleshooting (POS log captures, cache clearing, Office, Adobe, etc…)
• SCCM Software Center installations
• Browser troubleshooting
• Office 365
• Basic Windows 10 Operating system knowledge (confirm disk space, resource consumption, clearing temp files, check Ram, etc.)
• Western Union security certificate management and installation
• Assessment skills:  analytics of complex systems and issues, trend analysis. (spotting chat and ticket trends)
• Detailed oriented for logging Service Requests
• Software installations
• Password resets
• CORE POS user requests (DM, SM, or CSR (Certificate Signing Request) setup, access/login issues)
• Core back-office (CBO) admin for New CSR setup, pin, bingo card setup for approvals, etc.
• Provide high levels of support for corporate and retail users.
• Establish procedures to address customer issues accurately and consistently.
• Take ownership of high priority incidents and escalate as necessary.
• Answer questions and provide directions related to products and services.
• Planning and scheduling time with all areas of IT support to meet service level agreements.
• Managing call and chat queues to prioritize incoming issues based on business priorities.
• Coordinate with other departments to resolve issues.
• Escalate critical issues to support and development teams.
• Document reported issues and activities in ITSM system.
• Maintain records of customer interactions for knowledge base articles
• Provide updates to help desk managers.
• Collaborate with IT and cross functional teams.
• Build trustful relationship with stakeholders.
• Identify opportunities for team effectiveness improvements.
• Support boardroom equipment and conferencing software (Cisco, Logitech, Microsoft Teams)
• Support mobility devices(iOS/iPhone/iPads) for VIP and home-based office (HBO) users.
• Provide software and hardware support to retail locations.
• End User Support (Software/Hardware):
• AD/O365 account support 
• Microsoft Authenticator - MFA
• Desktop, Laptops, MFP (Multi-Function Printers), Tablets (Android/iPads), Retail Peripherals (Check scanners, cameras, receipt printers), VDI (Virtual Desktops)
• Hardware Management (device driver updates, installation)
• Inventory Management.
• Support for operating systems, MS office suite, and other business applications.
• Address access issues related to password, security, application configuration, troubleshooting and general inquiries.
• Follow standard EUS and IT Security procedures and log interactions.
• CMDB asset management
• Manage, maintain, and deploy desktop images.
• Escalate complex or urgent issues to relevant IT teams.
• Network Support:
• Handle Network topology issues.
• Router identification and configurations
• Fail-over network to backup connections.
• Troubleshoot SDWAN (Software Defined WAN) issues.
• Dispatch ISP technicians to stores
• Manage list of Internet Service Providers (ISP)
• Troubleshoot and escalate store alarm connectivity issues (Tyco) when needed.
• Perform other duties as assigned.

Qualifications

EDUCATION

• Associate or bachelors degree in software engineering, Computer Science, IT, Computer Engineering, or similar education or work experience.
• ITIL certification and/or relevant industry certifications preferred.

EXPERIENCE

• Minimum of two years in a Helpdesk/Service desk, IT Service Delivery, or Desktop Support role.
• Experience with customer facing IT systems with complex back-office integrations.
• Broad knowledge of IT operations (networking, telecom, infrastructure, security, desktop support)
• Experience with deployment tools (SCCM, PDQ, Altiris, etc.) and PowerShell is a plus.
• Experience managing Active Directory user environments, hybrid Azure.
• Experience managing and maintaining desktop images.
• Experience troubleshooting corporate desktop hardware and software.
• Functional knowledge of financial instruments and industry domains in a plus.
• Understanding of networking fundamentals & troubleshooting such as TCP/IP, DHCP, and DNS protocols.
• Familiarity with troubleshooting various types of network hardware such as routers and switches.
• Proficient in configuring and managing devices to ensure smooth network operations.
• Experience in Router identification and configurations, fail-over to backup connections.
• Knowledge of SDWAN (Software Defined WAN)

SKILLS

• Microsoft 365 admin or Office 365 certification is a plus.
• Experience in hybrid Active Directory Environments.
• Outstanding communication skills (customer interaction, updates, analysis)
• Ability to articulate complex technical information into simple-to-understand terms.
• Problem-Solving Skills.
• Excellent Written communication (documentation of system issues, analysis, solutions in the ITSM system, and feedback for improvement of help desk procedures)
• Time management
• Knowledge of help desk software, ticketing systems, and databases
• Experience leveraging geographically diverse IT support teams.