L1/l2 - Global IT Help Desk Support
6 months ago
In your journey at EXO Edge, you will be:
**Primarily focused on**:
- Ensuring smooth IT support operations
- Contributing to help desk policies, procedures and ensure their implementation
- Enrichment of IT support knowledge base and training
**Fulfilling the below roles and responsibilities**:
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Use remote tools and diagnostic utilities to aid in resolving support requests.
- Installing and configuring hardware and software components throughout various network infrastructure devices.
- Install antivirus software and ensure virus definitions are up to date.
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Establishing good relationships with all departments and colleagues.
- Ensuring company safety and security standards are met.
**Bringing in the below education and experience**:
- Bachelors degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience
**Technically sound in**:
- **Ticketing tools**: ServiceNow, Zendesk, etc.
- **Property Management systems**:Yardi, Entrata, and RealPage
- **IT Service Management modules**: Service Portal, Agent Workspace, Service Catalog, Request Management, Incident Management, Knowledge Management, and Basic Configuration Management Database (CMDB)
- **Microsoft Suite of Applications**:Active Directory, Office 365, Windows 10, Azure, and PowerBI
- Laptop and Desktop devices, Oracle ERP, Salesforce, Workday, etc.
**Job Location**:
- Mohali
**Reporting to**:
- Manager global IT help desk
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