Job Description

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The successful candidate will be responsible for the following duties

• Should act as a single point of contact for all the users.
• Responsible to Log tickets, Track the progress, update and close the tickets as per the status.
• Handle voice calls and email requests from users.
• Contact users when needed to progress or close tickets.
• Perform first level of support including basic troubleshooting activities in Microsoft Operating systems for desktop and laptops, MS Office applications including Outlook, Microsoft Active Directory User Management, Inture, etc.,
• Should have 3 years of relevant experience in handing Technical Help Desk function
• Good knowledge of Microsoft Operating systems - Windows XP, Vista, Windows 7, Windows 8, windows 10
• Knowledge on Help Desk KPIs, Priorities and SLA.
• Exposure to Microsoft Active Director tasks like User Creation, Modification, Group creation, Intune, MFA, etc.,
• Good knowledge of Print Services, TCP/IP and Network connectivity.
• Exposure to remoting tools.
• Certification in ITIL is desirable.
• Working knowledge on Jira service desk, SCSM.

Skills Attributes and Behaviour:

The successful candidate will demonstrate the following skills and behaviour

• Should possess a minimum 3+yrs of experience and willing to work in a 24/7 environment.
• Excellent verbal and written communication skills in English.
• Should be highly process oriented.
• Must be able to multitask (Calls, Emails, chase-up, etc.,)
• Desire to learn and ability to implement them swiftly.
• Should possess great troubleshooting skills
• Should be a good team player, highly motivated and ambitious
• Willingness to work extended hours from office or remotely, when required

Skills Required: MS Office,Helpdesk