Type : Full Time
Location : Mumbai
Experience Required : 4 Year(s)
Industry : IT-Hardware & Networking
Preferred Skills : Lan Printer Support Routers Server Support Technical Support Troubleshooting Wan Wifi Wireless
Job Description :
The Service Desk Technician is responsible for handling first level support of service requests. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.
Essential Duties and Responsibilities:
IT Support relating to technical issues involving Microsofts core business applications and workstation operating systems
Support of disaster recovery solutions
Basic technical support at the network level: WAN and LAN connectivity, Remote Access, Wi-Fi, and PC/IT security
Basic remote access support
Monitor for automated alerts and notifications, responding accordingly through Help Desk service tickets
System documentation maintenance and review
Monitor assigned ticket queues and assign tickets to appropriate resources within the organization. Serve as the front line support for all IT requests and escalated issues
Communication with users as required: keeping users informed of incident progress, notify them of impending changes or agreed outages and internal escalations
Additional Duties and Responsibilities:
Improve customer service, perception, and satisfaction
Expedient turnaround of user requests
Ability to work in a team and communicate effectively
Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
Escalate service requests that require engineer level support
Responsible for entering time and expenses as it occurs
Enter all work as service tickets into the ticketing system
Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Advanced understanding of Windows workstation operating systems, business applications, printing systems, and network systems
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Ability to multi-task and adapt to changes quickly
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of the organizations key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment