Associate Consultant - IT Service desk Job

Experience

2-4 Years

Job Description

ROLE AND RESPONSIBILITIES:

•Primary contact point for end users via phone/Chat/self-service tickets.
•Qualify and Open tickets for remediation of events.
•Triage Tickets to respective teams. 
•Regular update and follow up on tickets in the queue
•Follow up tickets till closure.
•Ability to manage a variety of technically complicated tasks effectively
•Experience in Remote support and troubleshooting skills.
•Understanding of Basics Hardware accessories / devices and peripherals
•Should be flexible for rotational shifts
•Excellent oral and written communications skills
•Exposure in practicing ITIL standards for Infrastructure management

DESIRABLE SKILLS:

•Able to understand the email flow issues internal & external
•End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.). 
•Demonstrate a high level of customer relationship skills which includes email etiquette.
•Good Communication skills, follow up skills, Willingness to work in rotational shifts
•Good Communication skills follow up skills, Willingness to work in rotational shifts.
•Remote troubleshooting

Required Technical/ Functional Competencies

PRIMARY SKILLS:
•2-4 years of call taking profile with core Help Desk Skills 
•Basic Understanding of the Enterprise IT Infra set up
•Basic knowledge on Active Directory.
•3+ years’ experience supporting wide multiple versions of operating system
•Basic O365 Administration using Office365 Admin Console.
•Strong writing and documentation skills a must including being able to train other Engineers as and when required.
•Good knowledge on trouble shooting email client issues like Outlook.
•Excellent Hardware and software troubleshooting skills
•Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
•Fluent in English, in both oral and written communication
•Good knowledge in Utility software technical knowledge such as Antivirus and others.

QUALIFICATIONS AND EDUCATION REQUIREMENTS:
•A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology
•ITIL V4 Foundation training or certification
•Knowledge and experience using OS like windows, Mac and Linux
•Working knowledge of MS Office (PPT, Excel, Word)
•Certification – ITIL V4, Modern Desktop administrator (MD 103)

Required Behavioral Competencies

Accountability:

• Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility:

• Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration:

• Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus:

• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

• Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

 Drives Results:

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.

Certifications