Location: Pune
Employment Type: full-time
Designation: L1 Service Desk Support
Job Details
Primary Skills
Must have 2-3 years of experience in IT Service Desk - Helpdesk- Excellent communication with skills like Active listening, empathy, technical proficiency & professionalism (both verbal and written)
- In-depth Technical Support role, Advanced troubleshooting for Desktop, Active Directory, Outlook Configuration, O365 Applications, Printers, Scanners, DL, Shared Mailbox etc.
- Remote Support Services/ Desktop Support / Technical Support.
- Knowledge of ITIL V3, V4 and ticketing tool CA Service desk, Service Now, Jira, Azure DevOps, Fresh desk etc.
- Good Knowledge of SLA, ticket triaging and handling escalations.
- Experience dealing with International clients or customers.
- To provide remote customer service support to clients, engineers and staff.
- To coordinate, collaborate and escalate tasks with Global IT teams within established timelines.
- Ability to work without direct supervision.
- Open to work for 24X7 Rotational Shifts (Any Regional Support – US/ EMEA / APAC)
- Open to work on weekends for on-call support.
- Ability to understand the urgency & priority of reported issues or given situations.
- Open to working from Office and home in a Hybrid model.
Secondary Skills
Maintain good client relationship- Good interpersonal skills and ability to work well within the team.
- To continuously improve the Efficiency and Excellence of Service Delivery as measured by Client Satisfaction ratings
- Ability to utilize the applications for IT support, reporting and documentation.
- Good problem-solving skills, ability to visualize a problem or situation and think abstractly to solve it.