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Technical Service Desk1

Technical Service Desk1

ConfidentialHyderabad / Secunderabad, Telangana
12 days ago
Job description
  • Act as a single point of contact for end-users regarding IT-related issues and queries.
  • Ensure service delivery meets SLA requirements and customer expectations.
  • Log, categorize, prioritize, and resolve incidents reported by end-users via phone, chat, or email.
  • Communicate effectively with users regarding incident status and resolution.
  • Collaborate with application and infrastructure support teams for incident resolution.
  • Adhere to ITIL principles for incident management and service request fulfillment.
  • Provide first-line support for IT issues (e.g., desktops, laptops, printers).
  • Use ITSM tools (preferably ServiceNow) to log and manage incidents and service requests.
  • Escalate unresolved issues to Level 2 / Level 3 resolver groups.
  • Maintain high customer service standards and adhere to SOPs and defined processes.

    • Skills and Experience :

    • Excellent communication and customer handling skills.
    • Hands-on experience with ITSM tools, especially ServiceNow.
    • Experience with first-line support and troubleshooting of IT hardware / software (e.g., desktops, laptops, printers).
    • Ability to work in 24 / 7 rotational shifts and flexible hours.
    • Knowledge of Active Directory, MS Office, and basic network troubleshooting.
    • Experience with MS Outlook, VPN, Remote Desktop Management, and Unix OS (HP Unix, Solaris, AIX, Linux) is a plus.
    • Support for applications such as SnagIt, TeamViewer, MS apps, Duo MFA, SolarWinds, and others.

      • Scope of Support :

    • Password resets account unlocks (Active Directory and other apps)
    • MS Office and Outlook issues
    • Printer troubleshooting access management
    • Basic troubleshooting for laptops, desktops, and networks
    • VPN, email client issues, and remote server management
    • Basic support on Unix OS (HP Unix, Solaris, AIX, Linux)

      • Skills Required

      Desktop Support, Incident Management, Active Directory

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    Technical • Hyderabad / Secunderabad, Telangana