Help desk 1

3 days ago Be among the first 25 applicants

Direct message the job poster from INFICARE SOFTWARE TECHNOLOGIES PRIVATE LIMITED

US IT/Infra /Non IT Recruiter

Experience: 2-3 years of Phone support experience Mandatory; 3+ years of Windows Technical Service desk experience is necessary.

Key Responsibilities:

1. Knowledge in Windows buildout.
2. Experience with Windows, AD, Avamar, VMWare, Citrix, Exchange, SCCM, SCOM, etc.
3. Familiarity with ITSM ticketing tools such as Ivanti, ServiceNow, etc.
4. Remote desktop connectivity applications and Windows end point support.
5. Administer and provide User account provisioning.
6. Document and manage problems and work requests using the Incident Management System.
7. Respond to telephone calls, emails, and instant messages; create tickets and assign work orders/incidents to appropriate support teams.
8. Diagnose problems through discussions with users, providing level 1 remote desktop support.
9. Install desktop applications and software.
10. Work experience with SCCM patch deployments and SCOM monitoring tools.
11. Knowledge of scripting.
12. Highly self-motivated with keen attention to details.

How You\’ll Contribute:

1. Support for laptops, desktops, and printers.
2. Provide hardware/software/network problem diagnosis/resolution via telephone/email/chat for end users.
3. Route problems to internal 3rd level IT support staff.
4. Coordinate and manage relationships with vendors and support staff for problem resolution.

Leadership Expectations:

Take part in and host regular knowledge sharing sessions, mentor junior team members, and support the continuous development of our practice.

Desired Skills:

• Ticket Management.
• Customer Satisfaction.
• First Call Resolution.
• Create SOP and Knowledge Base articles for top call generators.
• Identify and escalate high priority, high severity issues.
• Update pending tickets with timely, precise, and accurate updates.
• Follow up with end users and support groups for closure of pending tickets.

Seniority Level:

Mid-Senior level

Employment Type:

Contract

Job Function:

Information Technology

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