ServiceDesk Support Role - Military veterans preferred

Service Desk Services:

JD - Service Desk Analysts

â?¢ Minimum 1-3 years of experience as a Help Desk / Technical Support Technician or Semi-Technical support role
â?¢ Good understanding of computer systems, mobile devices and other tech products.
â?¢ Strong problem solving abilities with Ability to diagnose and resolve basic technical issues
â?¢ Strong verbal and written communication skills, with the ability to effectively communicate to a variety of audiences.
â?¢ Certification Requirement: ITIL Foundation, Windows 10 Configuration.
Job Description:
â?¢ Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
â?¢ Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Responsibilities:
â?¢ First point of contact for all end user reporting technical issues over the phone, Chat or email or web.
â?¢ Responsible for providing the first-line of technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees
â?¢ Performing remote troubleshooting through diagnostic techniques and pertinent questions
â?¢ Applies basic diagnostic techniques to identify issues, investigate causes and recommend solutions to correct common failures
â?¢ Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
â?¢ Escalates, if needed, unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
â?¢ Maintains call quality and response times as per the agreed SLA's. Strict adherence to meeting all the agreed SLAs and KPIs
â?¢ Log all incidents and requests in the ITSM tool. Maintains records of calls and ensure all cases are updated in the system and Categorize and record reported queries and provide solutions
â?¢ Advise users on appropriate course of action
â?¢ Monitor issues from start to resolution
â?¢ Systematically interprets user problems and identifies solutions and possible side effects. Ability to paraphrase and trouble shoot issues
â?¢ Uses experience to address user problems and interrogates database for potential solutions.
â?¢ Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
â?¢ Maintains records, informs users about the process and advises relevant persons of actions taken
â?¢ Adhere to the documented policies and procedures
â?¢ Pass on any feedback or suggestions by customers to the appropriate internal team
â?¢ Engages other support teams or resources as & when appropriate to resolve tickets
â?¢ Use appropriate CTI classification for incidents and requests
â?¢ Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation or communication of status updates
â?¢ Maintain confidentiality with regards to client / customer information & adhere to the NDA guidelines
â?¢ Identify major incidents and invoke the major incident management process
â?¢ Identify new issues and contribute to Knowledge Base development
â?¢ Install, modify, and repair computer hardware and software.

Preferred
â?¢ Good communication skills
â?¢ Need to be flexible in working from Office
â?¢ Should have understanding of below Technical Skills:
â?¢ Basic Networking, VPN and Active Directory Skills
â?¢ OS - Windows 7,Windows 10, Mac OS X
â?¢ Office : MS Office, Office365
â?¢ Browser : IE7 & IE8, Mojilla, Safari
â?¢ Outlook 2007, 2010, 2016
â?¢ Knowledge on PC/Laptop/Handheld/Printers/Remote Support
â?¢ Hands on experience on ITSM tools like ServiceNow, BMC is an added advantage