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Service Desk

Digiclave , Chennai · · Full-time employment · Office Administration

    Roles and Responsibilities:
      Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution
      Provide hardware/software/ network problem diagnosis resolution via telephone global calls /email/chat/Web tickets for customers end-users
             Route problems to internal 2nd and 3rd level IT support staff.
      Troubleshoot client software and basic network connectivity problems
      Provide level 1 Helpdesk support and perform other activities based on SOPs
              Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle   as per ITIL guidelines.
      Update users about request status and close request when users are satisfied with solutions
      Should have excellent communication skill in English and L1 ServiceDesk level technical knowledge
      Should be ready to work in a 24/7 work environment.
      Active listening and should have remote desktop skills.
      Good probing skills & Analytical skills would be an added advantage.
      Good knowledge on Microsoft tools like word, excel, powerpoint, etc.
      Above-average knowledge on network tools LAN & WAN.
              Analysts with ServiceNow knowledge would be preferable.

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