Service Desk Specialist

1 month ago


india Genpact Full time

Process Associate – Workplace Services Service Desk

Location: Hyderabad

Experience: Freshers

Qualification: Very Good Communication with PC Software and Hardware knowledge


Candidate with experience in PC software and hardware support in a corporate environment responsible for administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.


Responsibilities

Certain responsibilities related to Level 1 Service Desk Support are identified briefly below:

• 24x7 Level 1 IT Service Desk support through Phone, Chat, Email, Voicemail & Web (Self-service)

• Provide Incident, query and service request management and monitoring (incl. escalation)

• Initial remote desktop support, user access management, password reset, Windows and OS support, etc.

• Review and Maintain internal Service Desk Support/knowledge Base

• Implement and Maintain self-service/self-help resources and services

• Report on known outage and service impacts


Qualifications we seek in you

• College diploma or university degree in the field of computer science.

Preferred Qualifications/ Skills

Good communication skills

• Familiar with ITIL framework.

• Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.

• Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office and other productivity suites.

• Expertise in Active Directory administration, including creation of domain/exchange accounts.

• Excellent troubleshooting skills.

• Good interpersonal skills and attention to customer service.

• Ability to work effectively in a fast-paced environment.

• Ability to communicate effectively.

• Ability to effectively prioritize incidents and service requests.

• Ability to work in flexible hours based on business demands – and on-call support in off business hours and on weekends, as necessary.



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