ITC Infotech - Service Desk Analyst - Ticketing Tools

JD : Responsibilities :

• Handle and resolved IT issues of Principal employees and contractors on phone / chat.
• Hands-on knowledge of Office 365 accounts and services.
• Hands-on knowledge of Ticketing tools : Jira & Service now.
• Attending Day-to-Day Calls to the Users Troubleshooting Hardware & Software.
• Possess strong interpersonal skills and the ability to work as an effective team player.
• Excellent knowledge of the most recent Windows operating systems and associated applications.
• Good communication is a must.
• Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.
• Should possess knowledge on installing Windows OS on laptop or VM or CPC :
• Associate's or bachelor's degree in computer science, information systems, or similar.
• At least 3 years' experience in end-user support role.
• Strong understanding of various IT-Infrastructure systems like Virtual machines,Laptop networks,, etc.
• Strong understanding of IT-Infrastructure software and tools like OS, MS-Office, system console, etc.
• Strong understanding of IT-Infrastructure issues / problems like link outages, system failures, etc.
• Good ability to multitask and simultaneously working on more than one tasks in hand.
• Ability to simultaneously monitor multiple system consoles and take appropriate observations / actions.
• Ability to work in rotating shifts environment.
• Must be able to maintain accuracy and confidentiality.
• Skills / experience in voice-based technical support.
• Skills / experience on working with international users.
• Meticulous Approach, attention to detail.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.
• In-depth and current knowledge of computer programs and hardware.

(ref : hirist.tech)