Associate Consultant - IT Service desk Job

Experience

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:-

• 2-5  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.

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)

PREFERRED SKILLS:-
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