Technical Service Desk1

7 days ago

Hyderabad, Telangana, India Locuz Full time
Job Description

- Act as a single point of contact for end-users regarding IT-related issues and queries.
- Ensure service delivery meets SLA requirements and customer expectations.
- Log, categorize, prioritize, and resolve incidents reported by end-users via phone, chat, or email.
- Communicate effectively with users regarding incident status and resolution.
- Collaborate with application and infrastructure support teams for incident resolution.
- Adhere to ITIL principles for incident management and service request fulfillment.
- Provide first-line support for IT issues (e.g., desktops, laptops, printers).
- Use ITSM tools (preferably ServiceNow) to log and manage incidents and service requests.
- Escalate unresolved issues to Level 2/Level 3 resolver groups.
- Maintain high customer service standards and adhere to SOPs and defined processes.

Skills and Experience:

- Excellent communication and customer handling skills.
- Hands-on experience with ITSM tools, especially ServiceNow.
- Experience with first-line support and troubleshooting of IT hardware/software (e.g., desktops, laptops, printers).
- Ability to work in 24/7 rotational shifts and flexible hours.
- Knowledge of Active Directory, MS Office, and basic network troubleshooting.
- Experience with MS Outlook, VPN, Remote Desktop Management, and Unix OS (HP Unix, Solaris, AIX, Linux) is a plus.
- Support for applications such as SnagIt, TeamViewer, MS apps, Duo MFA, SolarWinds, and others.

Scope of Support:

- Password resets account unlocks (Active Directory and other apps)
- MS Office and Outlook issues
- Printer troubleshooting access management
- Basic troubleshooting for laptops, desktops, and networks
- VPN, email client issues, and remote server management
- Basic support on Unix OS (HP Unix, Solaris, AIX, Linux)

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