IT Service Desk Technician

3 weeks ago

Cochin Kochi Ernakulam, India Rig Technologies Full time

Job Description - Assist internal customers who call our Service Desk or submit tickets with PC hardware, software, printer, or other IT-related issues - Respond to requests in our IT Service Management (ITSM) tool in a timely manner - Follow documented processes to assist and troubleshoot - Document details from investigating and troubleshooting calls and requests within our ITSM, Jira Service Desk - Escalate requests to next level support when necessary - Create additional documentation articles in Confluence (Wiki) to help the team solve similar issues - Comply with policies, procedures, and guidelines Requirements - Experience diagnosing and repairing computers - Proficiency in conducting PC software, printer and multi-function device support - Excellent technology skills and flexibility adapting to new technologies and systems - Ability to speak fluent English - Strong communications and interpersonal skills with the ability to build trust and integrity in your relationships with customers - Self-motivated, but also an excellent teammate, who can work with people at all levels of the organization - Good problem analysis and resolution, impact verification, and troubleshooting experience - Ability to explain technical issues to technical and non-technical employees and customers. - Ability to diagnose problems across multiple IT disciplines - Minimum of 1 year of relevant work experience and/or specialized training - Will be hiring freshers/students pursuing their masters who have the drive & passion to work & have the basic skills that is needed for the role. - High school diploma or equivalent - Associates or Bachelor s degree in technology-related field a plus, but not required - Comptia A+, Comptia Network +, and ITIL certifications a plus.

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