Service Desk Associate

Role & responsibilities

Desired Competencies (Technical/Behavioral Competency)

Must-Have**

(Ideally should not be more than 3-5)

• At least 3 years of previous IT Service Desk experience
• Proficient in English communication and should have experience is taking calls to support 24*7 basis to customers located in US, Europe.
• Responsible to provide remote support to all desktop infrastructure relates requests or incidents for users remotely
• Work experience in ITSM ticketing tool, tracking and closure
• Incident Management experience Managing incidents including business expectations and communication, should have experience in Major Incident Call handling
• Should have knowledge on Active Directory, should be able to manage ID creation, ID management, Password reset
• Exposure in remote connecting tool
• Basic Desktop Troubleshooting Experience on Hardware and Software
• Strong knowledge of Microsoft based operating systems (Windows 7)
• Microsoft based Office 365 applications
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
• Look out for areas of improvement to help enhance user experience from desktop support perspective.
• Should be flexible to work in any shifts/Weekends
• Knowledge on Customer satisfaction and handing customer experience
• Should have experience in installing approved software remotely

Good-to-Have

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Responsibility of / Expectations from the Role

Research and identify solutions to software and hardware issues)

Diagnose and troubleshoot technical issues, including account setup and network configuration

Ask customers targeted questions to quickly understand the root of the problem

Track computer system issues through to resolution, within agreed time limits

talk clients through a series of actions, either via phone, email or chat, until theyve solved a technical issue

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)

Provide prompt and accurate feedback to customers

Refer to internal database or external resources to provide accurate tech solution

Ensure all issues are properly logged

Prioritize and manage several open issues at one time

Follow up with clients to ensure their IT systems are fully functional after troubleshooting