Consultant - IT Service desk Job

Experience

Job Description

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 skillsExposure in practicing ITIL standards for Infrastructure management

Required Technical/ Functional Competencies

3-5  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.

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

PREFERRED SKILLS:

Certification – ITIL V4, Modern Desktop administrator (MD 103)

Required Behavioral Competencies

Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets
Excellent problem solving / troubleshooting skills
Displays awareness of customers’ stated needs and gives priority to meeting and exceeding customer expectations
within stipulated time
Explains ideas clearly and logically to others and is attentive in interactions
Identifies the target audience for communication and carefully listens to their opinions and feedback
Ability to work in Teams

Certifications