Service Desk Engineer
2 days ago
This opportunity is with LTIMindtree for the position of Service Desk agent. This is an L1 role where the incumbent is expected to be aware about ticketing tool Service Now should be able to handle tickets. He/She must possess good understanding of Windows, Active Directory, O365, and VPN.
Location- Bangalore, Hyderabad and Chennai
SKILLS REQUIRED
Providing timely and accurate resolution of technical issues experienced by the Users.
The role requires providing phone, Email and chat support for end users
Previous experience in Service Desk handling worldwide customer calls
Excellent communication skills oral and written
Must be able to demonstrate a customer first approach to support
Identify and escalate severe issues which could cause production impact.
Natural aptitude for trouble shooting & problem solving
Handling skills and excellent collaboration skills
Ready to work in rotational shift 24*7
L1 Technical Support
Handling all the Inbound calls, chat and emails in service desk
Handling Basic L1 queries from end users
Correctly logging incidents and faults, categorizing and prioritizing them in ticketing tool
Diagnose and quickly resolve a wide range of Windows applications issues
When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System
Install, upgrade, support and troubleshoot for printers & related computer hardware.
Knowledge of Citrix and VPN
Customize & configure desktop hardware to meet specifications and business standards
Email/User account administration, i.e., account creation and management and distribution lists on Office 365
Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool
Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.
Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications
Good understanding of computer systems, mobile devices and other gadgets
Technical Skillset – Need to Know
Knowledge of Active Directory
Citrix
O365
Mac /iPhone/iPad
Microsoft Windows
Mobile Operating Systems (Android/iOS)
Knowledge of Laptop/Desktop/Tablet issues
Technical Skillset – Good to Know
Knowledge of Infrastructure / Exchange / Server Technologies
LTIMindtree is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, ethnicity, nationality, gender, gender-identity, gender expression, language, age, sexual orientation, religion, marital status, veteran status, socio-economic status, disability or any other characteristic protected by applicable law.
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