IT Service Desk AgentHyderabad

Total Years of Experience

3 Years

Job Description :

Excellent communication skills both written as well as verbal with prior voice support experience

1-2 years previous IT Service Desk and / or Call Centre experience required

Incident Management experience Managing incidents including business expectations and communication

Basic User & Security Group Active Directory administration

Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 / 11 and MS Office Apps Suite

Experience with using and troubleshooting MS Outlook within a network environment

Has experience on MS Teams.

Has sound tools knowledge (SNOW & Monitoring Tools Spectrum ) will be added advantage

You are a self-motivated achiever who gains satisfaction from providing excellent customer service

Respond quickly to all queries and incidents Manage incidents including via telephone Chat & email.

Communication alerting technical staff via assignments and escalating to Resolver group.

Support & Classification making an initial assessment into the nature of the incident assessing the severity impact and risk.

Address queries and provide resolution of straight forward incidents / Service requests.

Escalation of unresolved cases to next level application specialist teams.

Monitoring & Tracking - Review the progress of an incident and keeping the user informed.

Closure formally closing incidents / Service requests. Initial review and evaluation of the case.

Communicate major IT incidents / Service requests to affected customers.

Good to have Understanding of ITIL framework Client OS i.e. Win10 / Win11 O365 Suite i.e. MS Outlook MS Teams SharePoint OneDrive etc.

Mandatory skills

Incidents Active Directory troubleshooting ITIL Support

Key Skills

Editorial,Catering,B2C,Camp,Computer Engineering

Employment Type : Full Time

Experience : years

Vacancy : 1