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Service Desk l1

2 months ago

Bengaluru, India nFrastructure Full time

**JD - L1 - Service Desk**

***Job Description: -**

To provide technical support & assistance to customers remotely. To ensure client satisfaction and ability to resolve customer issues at first contact. Must have good technical knowledge and an ability to communicate effectively to understand the problem, empathize and provide a solution at the earliest. To ensure user queries or issues are captured, validated, and triaged for further processing. To ensure various types of information or updates are communicated to users through appropriate channels.

**Job Details or accountabilities: -**
- Experience in Core IT Support, Addressing Clients Worldwide
- Experience troubleshooting and configuring desktop hardware and associated peripherals.
- Experience In Multi-Factor Authentication & RSA SecurID
- Experience In Virtual Desktop Instances (Oracle / Citrix)
- Ability to work in a team environment and communicate effectively through chat systems (e.g. Microsoft teams, Skype)
- Experience in ServiceDesk Ticketing Tool - ServiceNow.
- Working knowledge of computer operating systems (Windows), hardware diagnosis/set up, and software installation/troubleshooting.
- Experience working in a fast-paced environment.
- Strong customer service experience.
- Excellent communication skills.
- Ability to multitask well.
- Real time Ticket creation and documentation.
- Ability to perform tasks within SLA’s.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the SOP’s / KB’s related to the issue and the relevant details provided by customers.
- Walk the customer through the problem-solving process.
- Escalate unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions from customers to the appropriate internal team.
- Identify and suggest possible improvements to procedures & KB articles.
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues faster.

Title - L1 - Service Desk

Location - Bangalore

Exposure - Medium to large scale projects

Experience - 2-3 years in IT Support

Education - Graduate in any discipline

Certification - ITILv4 preferred.

Reporting - Team Lead

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**Zones offers a comprehensive Benefits package**

While we’re committed to providing top-tier solutions, we’re just as committed to supporting our own teams. We offer a competitive compensation package where our employees are rewarded based on their performance and recognized for the value, they bring into our business. Our employees enjoy a variety of comprehensive benefits, including Medical Insurance Coverage, Personal Accident Cover to handle the uncertainties of life, flexible leave policy to balance their work life and much more.

At Zones, work is more than a job - it's an exciting career immersed in an inventive, collaborative culture. If you’re interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you

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