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Service Desk
Posted by HR Executive
Digiclave https://hasjob.co/digiclave.com/jy0hu , Chennai · digiclave.com · Full-time employmentFull-time employment · Office AdministrationOffice 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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