Service Desk Executive

Role: TECHNICAL SUPPORT ASSOCIATE

• Accountability • Ability to work in 24*7 environment, this is a must • First Point of Contact for users to report Technical issues
• • Record all interactions through call, email or chat in the Ticketing System. Resolve issues under support boundaries and route issues beyond scope to the respective Support Groups. • First Line Troubleshooting to be done completely using the available resources and documented before assigning/routing the tickets to the L2 Groups. • Ensure reported issues are responded and addressed as per the defined SLA timelines • To work towards effective and timely resolution of issues. • Document the Learnings and contribute Knowledge Articles • Timely Communication of Priority Issues to the respective stakeholders and coordinate until resolution. • Document detailed and accurate notes, record them on ITSM tool Technical Skill set • Voice Call Handling: excellent knowledge of handing voice calls and multitasking. • Email Communication: professional email writing skills. • Chat Communication: professional chat writing skills and multitasking. • Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts. • Exchange: Knowledge on functioning and configuration of Microsoft Exchange client. AD: Knowledge on - Active directory, Proxy, DNS, Group Policy. Network: Knowledge on LAN setup, basic routing and switching, passive networking. Desktop Security: Knowledge on – Antivirus deployment and update, patch management, monitoring and reporting. Desktop, Laptop, Handheld devices: Knowledge on – build management, OS deployment, common application installation and troubleshooting, Hardware knowledge. • Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook, iPhone, Network printers, etc • Printers: Hands on experience on managing printers (Local & Network printers) - Lex • Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools. • ITIL: Knowledge of ITIL processes and procedures. • A+: knowledge of A+ processes and procedures. • KM: Knowledge management understanding, review & create new knowledge articles. • MS Office: Good / excellent knowledge for support of MS Office and standard software Job Description of Service Desk Analyst TechM - Internal • Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW) • O365: Understanding of Microsoft Office (e.g. Office 365) Key Performance Indicators (KPI’s): • Ensure all the User contacts are responded within the defined Turn Around Time • All the L1 Incidents are resolved as per the defined Resolutions Timelines • Follow-up on individual ticketstacksto ensure that tickets are addressed on a timely basis and ageing is kept at minimum. • Ensure Quality Ticket Coding and Classification for all tickets being logged and processed. • Taking ownership of calls/emails logged by his/her colleagues in his/her absence. • Mentoring and providing floor support to the newly joined associates. • Should be proactive in assisting the colleagues, during High Volume Time. Relationships: • Mentoring and providing floor support to the newly joined associates. • Conducting regular update sessions for any process updates on a need basis Competencies: • High Level of Communication Skills and ability to comfortably handle International Customers. • Experience in Service Desk/Technical Support and in a Call Taking Role and competent to engage in first line interactions with end users. • Flexibility to work in a 24*7 environment is mandatory • Knowledge about Incident and Service desk management. • Understanding of ITIL concepts • Documentation Skills to contribute for Knowledge Articles and Knowledge Sharing • Ability to initiate and manage Bridge Calls and coordinate in resolving P1/P2 issues. Qualification: High school, Graduate, Diploma, IT education or comparable IT professional experience

Fresher (U1) Experience in years (U1) 1 to 2 years Relevant Experience (U2) 2+years