Service Desk Specialist

14 hours ago

New Delhi, India ITC Infotech Full time

Job Title : German Technical supportJob DescriptionService Desk Analyst, min 2 to 3 years of experience• Voice support German Language expert• Identify and diagnose issues and problems• Advise users on appropriate course of action.• Monitor issues from start to resolution.• Performing Technical Troubleshooting through ITIL process• Ticket creation, Logging, Managing S-Now Incidents and Service requests.• Ensuring user queries or issues are captured, validated, and triaged for further processing.• Ensuring that various types of information are communicated to users through the appropriate channel.• Level 1 troubleshooting with Contact Source: E-Mail, Telephone and Chat.• Escalate, if needed, unresolved problems to a higher level of support.• Perform Remote troubleshooting, escalations.• Tool’s handling (User creation though Active Directory, P3 and P4 Ticket creation and perform troubleshooting).• Account Password (Windows, Okta, SAP and VPN) and User-Information (Name, E-Mail, Contact details and Group Accesses) update with Active Directory tool.• Ensuring timely Software or Hardware deployment.• Handling SAP issues (Password change, Account validity extension, details update)

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