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Specialist IT Service Desk Support(2 +Yrs)

3 months ago

Bengaluru, Karnataka, India PeoplePlus Full time
Overview


DescriptionThe Service Desk Support Specialist supports our client's worldwide IT operations, providing first line support oftheir users with exceptional and professional customer service.

This position is 100% remote technicalsupport for employees and system generated Service Desk submissions, including documenting proceduresand managing incidents to resolution or escalation to a more senior team member.


ESSENTIAL DUTIES & RESPONSIBILITIES:

  • Provide clear, concise customer service in both phone-based, verbal communication and written, emailcommunication in English
  • Troubleshoot, diagnose and resolve issues following standard operating procedures and usingknowledge support tools
  • Resolve or escalate service desk submissions using a repository of pre-defined knowledge base (kb)articles
  • Collaborate effectively with other service desk team members located across the globe
  • Deliver support of Windows based operating systems and Microsoft Office applications as well as otherout of the box and developed software packages
  • Administration of Account Management activities within Active Directory, IBMi, and other systems
  • Proactively and reactively support critical systems through monitoring and responding to alerts on theIBMi platform
Meet all defined metric benchmarks to ensure quality of resolution and customer satisfactionSKILLS, KNOWLEDGE & EDUCATION:

  • Self-motivated, with the ability to work independently and/or collaboratively with remote peers
  • Excellent communication and customer service skills required
  • General or intermediate knowledge of Windows 7 and Windows 10
  • Intermediate experience with Windows based applications such as Microsoft Office suite
  • General understanding of large computing systems such as IBMi (AS400) preferred
  • Previous experience supporting a manufacturing environment preferred
  • Experience using ServiceNow or other similar issue tracking system preferred
  • 2-year Technical degree or equivalent experience required
  • 2+ years' experience working in a corporate service desk setting preferred
Should be available to work in night shiftsWORKING CONDITIONS:

  • Standard office environment and/or manufacturing (factory) environment
  • Occasional travel may be required
  • 24/7 rotational shift workin