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IT Service Desk Executive Tier 2

3 months ago

Vizag, Andhra Pradesh, India Patra Corporation Full time

Overview:

  • Simulates or recreates user problems to resolve operating difficulties and recommends systems modifications to reduce user incidents. Performs more complex operations and support activities such as maintaining and updating knowledge base articles and performing patching, upgrades, and software installs with elevated profile rights.

Responsibilities:

Roles & Responsibilities:

  • Manage Help Desk tickets promptly
  • Willing to work in shifts between the hours of 24
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  • Write training manuals.
  • Ask questions to determine the nature of the problem.
  • Walk customers through the problemsolving process.
  • Run diagnostic programs to resolve problems.
  • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  • Follow up with customers to ensure the issue has been resolved.
  • Run reports determining malfunctions that continue to occur.
  • Good command over written & verbal English communication
  • Keep asset inventory of all equipment, software, and licenses
  • Manage all installations, repairs, maintenance, and test tasks via a remote tool or inperson support at the User's location or Patra's office
  • Maintain user PCs, including upgrades and configuration as needed
  • General awareness of computer systems, PC repair, and network management
  • Ability to deploy, configure, and support operating systems on desktop
  • Understanding and appreciation for information security within systems and user devices.

Qualifications:

  • IT Certifications such as CompTIA A+ would be a plus
  • Experience working with at least one of the ticketing software ServiceNow, Remedy, Zendesk, or Manage Engine