Job Title:
Sr. Technical Representative, Global Service Desk
Job Description
Job Description: “Specialist, Global Service Desk” – Remote Desktop Support Engineer
IT Service Management (ITSM)
Function: IT Global Service Desk (Location GGN / WAH)
Roles & Responsibilities:
- Initial assessment of reported incident or service request at Helpdesk
- Provides support for basic incidents reported via email, ticket or phone
- Follow triage for High Severity Incidents and start Sev1/2 ticket
- Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC
- Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components
- Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
- Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility
- Asking questions about the problem and explaining possible solutions
- Dealing with common or basic technical issues
- Taking remote desktop to diagnose the root cause and provide fix
- Using automated diagnostic programs to solve network problems
- Updating knowledge bases with details of common problems
- Using helpdesk software to log calls with descriptions of issues, progress and solutions
- Adhere to response & resolution SLA’s
Desired Skills:
- Excellent verbal and written communication skills
- Working experience on BMC Remedy tool
- Should be willing to work in shifts (24*7)
- Overall, should be a good team player with willingness to learn and drive to achieve.
- ITIL certification (added advantage).
- Knowledge of SolarWinds monitoring tool (added advantage)
- Working experience into remote support tool (added advantage)
- Window OS & desktop troubleshooting knowledge
Qualification:
- Graduate with Diploma/Certificate in Information Technology
- Regular degree/diploma in Information Technology, B.E, B. Tech, BCA / MCA, BSCIT (would be given preference)
- Certifications & Specializations
- ITIL V3 / ITIL Advanced
- Certifications in network i.e., CCNA - Cisco Certified Network Associate, CCNP - Cisco Certified Network Professional, CCIE - Cisco Certified Internetwork Expert (would be given preference)
Experience:
- 3 to 5 years in industry
- 2 years’ working experience in IT Service Desk / Helpdesk
Level & Compensation:
- Band as per legal entity title
Location:
IND Gurugram SP Info City-Towers A & B
Language Requirements:
Time Type:
Full time
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