Associate Consultant - IT Service Desk Job

YASH Technologies is a leading technology integrator specializing in helping clients reimagine operating models, enhance competitiveness, optimize costs, foster exceptional stakeholder experiences, and drive business transformation.

At YASH, we’re a cluster of the brightest stars working with cutting-edge technologies. Our purpose is anchored in a single truth – bringing real positive changes in an increasingly virtual world and it drives us beyond generational gaps and disruptions of the future.

We are looking forward to hire CA Service Desk Professionals in the following areas :

Our SAP Service Line is currently looking for industry-leading seasoned IT Service Desk professionals with hands-on experience.

The shortlisted candidate should have the ability to analyze technical needs and work with the customers to develop project scope of work documents and Project Plans.

What should you have?

• Extensive experience with Win 7/Win 10.
• Familiar with Microsoft Office 10 and O365 with Outlook in an Exchange environment.
• Basic to advanced understanding of networking.
• Proven communication skills, specifically in the areas of active listening and open questioning.
• Demonstrated strong interpersonal skills: telephone, customer service, conflict management, and negotiating.
• Ability to work as part of a team with minimal supervision.
• High-level understanding of business functions and the ability to discern impact of end user requests and defects in IT infrastructure on the business.
• Demonstrate strong analytical and problem-solving skills on the workstation, client/server, and business applications.
• Ability to use available tools to provide rapid resolutions.
• Broad current knowledge of information technology products, services, and processess.

• Working Experience with remote tools and ticketing tools (ServiceNow would be an added advantage).
• Quickly and efficiently troubleshoot simple and complex issues within the defined SLA.
• Excellent troubleshooting, problem-solving, decision-making, and organizational skills.
• Have strong communication skills (both written and verbal) to direct with precision and clarity remote-hands technicians over the phone to execute deployment, break-fix, and upgrade plans accurately.
• Ensure all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency, and on-time delivery.
• Experience in a Service Desk/Technical Support environment
• Knowledge of ITIL methodology.
• Familiarity with common commercial software products.

What will you do?

• The Service Desk Agent is the first point of contact for the users who call our IT Service Desk.
• While providing the highest level of customer service, the Service Desk Agent answers incoming calls, emails, and Chats tracks all information in a call tracking system, and uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion.
• The Service Desk Agent escalates unresolved problems/issues/requests to the proper tier 2 and 3 support team.
• Troubleshooting End user issues on various software applications, hardware, network and telecommunications systems, access management, O365 administrating, and providing desktop support.
• Active Directory, O365 Tools and Services, IT Service Desk, Windows Services

At YASH, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. We leverage career-oriented skilling models and optimize our collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale.

Our Hyperlearning workplace is grounded upon four principles

• Flexible work arrangements, Free spirit, and emotional positivity
• Agile self-determination, trust, transparency, and open collaboration
• All Support needed for the realization of business goals,
• Stable employment with a great atmosphere and ethical corporate culture