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Service Desk
2 weeks ago
THE CANDIDATE SHOULD BE AVAILABLE FOR 11th March INTERVIEW
Service Desk (SNOW, SERVICE NOW, ITSM, incident, Active directory, O365, office365)
Notice Period - Immediate to 20 days
Years of Experience - 4+ YEARS
Location - Mumbai, Bengaluru
JD :
- Acknowledge and provide first-line support for end-user IT service requests/tasks, incidents, and queries reported via Telephone, Email, or ITSM tool (ServiceNow)
- Log tickets or updated ITSM (ServiceNow) records for all issues reported over the phone.
- Resolve all in-scope incidents and tasks
- Identify, categorize, prioritize, and triage tickets to appropriate resolver groups, if the ticket is out of Command Centre's support scope.
- Provide user access provisioning support for Active Directory namely password resets, termination, lockout issues, account creation, access modification
- Support Infrastructure and TMS-related issues or queries
- Installs, Moves, Adds, and Changes (IMAC): Confirm requirements, scope and acquire approval, assign to the appropriate team, confirm schedule, and verify completion.
- Record problem tickets and triage to the appropriate resolver groups in the ITSM tool
- Monitor Alerts, Raise and Execute Changes
Required Technical Knowledge :
1. Active Directory
2. M365 / Office Suite (Troubleshooting - Outlook, Teams, Excel, browsers, MFA, One Drive, MS Stream, etc)
3. SCCM (Software Deployment)
4. Windows OS (Deployment and Troubleshooting)
5. Windows Servers
6. ITIL Foundation (Recommended)
7. Service Now
8. Azure / AWS basic knowledge
9. SharePoint (access management)
10. Basic Networking knowledge (CCNA/CCNP certification is an added advantage)
11. Knowledge of Cisco VPN, Microsoft Group Policy (Creation / Deployment), Endpoint Manager / MS Intune / MDM
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