Service Desk Specialist

The IT Service Desk Specialist is a part of a team providing a single point of contact for the efficient resolution of end-user technical problems and requests.

Performance Dimensions

Experience in providing first and second level, remote technical support and manage internal customer expectations in a satisfactory and consistent manner

Experience in M365, Active Directory, Ticketing tool (ServiceNow etc ) .

Experience in assisting in the resolution of technical support issues including hardware/software configuration and installations, upgrades, maintenance, and troubleshooting

Support

Roles & Responsibilities:

Incident Management via Service Now and Monitoring tools

Work as part of a global IT support team, contributing and assist with global IT support demand and IT projects.

Work on Supporting users from different time zones, specially users from US and Europe region

Collaborate with and communicate effectively with internal and external customers, peers, and leaders in a high volume / high pressure environment

Utilize multiple applications and technical tools to assist in troubleshooting, communication, and time management

Participate in team projects that enhance the effectiveness of the support centre, including but not limited to, creation of internal and customer facing documentation and quality assurance initiatives

Own and track customer issues using case tracking systems

Attend training sessions and assist in conducting training / workshops

Must be able to work independently and take initiative when appropriate keeping supervisors informed and maintaining good documentation

Maintenance

Update of support documentation.

Update of ServiceNow KB articles

Suggest and implement improvements in Service Desk.

Development

Incident Management

ITIL certification

Work Location: Pune

Work Model: Hybrid (3 days in Pune Office and 2 days from Home)

Work Timings: Initially night shift. Later - 24x7 (all 3 shifts)

Working Days: 5 days in a week

Experience level: 3-6 years in total + Relevant

Education Qualification: Any full-time graduate

Full time