Service Desk L1 Support

Role: Service Desk Administrator/ L1 support.

Shifts: Rotational, including night shifts (5 days WFO)

Location: Kolkata, Sec V

Key Responsibilities: -

• Responsible for assisting end users on applications problems, system administration issues, or network concerns
• Diagnose, prioritize, troubleshoot, and resolve IT incidents reported by the users via Telephone, Chat or Email.
• Identify and escalate tickets requiring urgent attention and action.
• Log all contacts and document all the activities accurately and completely within the incident management tool.
• Deal with and resolve helpdesk requests.
• Take ownership of user issues and resolve the problems on behalf of the user and communicate progress in a timely manner
• Open to work in a 24*7 environment with rotating shifts and rotating week-offs & Holidays

Skill Required: -

• Previous experience in IT helpdesk (Chat & Voice)
• Excellent communication skills (Verbal, Written)
• Knowledge of Windows, Mac OS, and Virtual Desktop Environments
• Decent Typing speed
• Awareness of basic networking concepts like DHCP, DNS, TCP/IP, VPN and technologies
• Provide standard application support including but not limited to Outlook Email, MS 365, Zoom, VPN, Browsers, Avaya One-X Softphone, Software installation/Uninstallation, Corporate Mobile, etc.
• Password reset, BitLocker, account management, Endpoint security issues, Virtual Desktop (Teams, Webex, Zoom etc.)
• Active directory, MFA and Printer Mapping.
• Good knowledge of laptop desktop troubleshooting
• Good experience of service desk
• Excellent knowledge about VPN/Windows OS, M365, Active Directory, Active Role Server

Notice period- immediate -30 days