Service Desk + German

16 hours ago

Bangalore Karnataka, India CIEL HR Full time

This opportunity is with LTIMindtree Ltd for the position of Engineer - Service Desk Operations The role requires to provide phone call support and tickets handling for the German users of one of our prestigious client This is an L1 role where the incumbent is expected to be aware about ITIL methodologies - Incident Service Request Change and Problem The role demands excellent communication skills - oral and written good customer handling skills and excellent collaboration skills The person will contribute towards effective resolution of the issues and fulfilment of the service requests Ideal candidate must be an experienced professional from same or similar field He She must possess good knowledge of Windows Active Directory O365 Networking basics etc The person will contribute towards achieving project deliverables SLAs KPIs Improvements etc The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails Note C1 and above German Speaking proficiency L1 Technical Support Handling all the Inbound calls and tickets in service desk Handling Basic L1 level queries from end users Diagnose and quickly resolve a wide range of Windows applications issues Basic troubleshooting knowledge for internet LAN and WAN Connectivity issues When the restoration is beyond the scope of the support escalate the issue problem to appropriate resolver group using IT Ticketing System Remotely Install upgrade support and troubleshoot Windows OS and any other authorized desktop applications on Laptops Desktops Install upgrade support and troubleshoot for printers related computer hardware Performs general preventative maintenance tasks on computers laptops printers Customize configure desktop hardware to meet specifications and business standards Email account administration i e account creation and management and distribution lists on Office 365 User account administration i e account creation and management and password resets on Active Directory 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 Outlook Windows Mac OS Web Based and Installable applications Customer Focus Providing timely and accurate resolution of technical issues experienced by the Users Excellent communication skills Identify and escalate severe issues which could cause production impact Technical Skillset - Need to Know Networking Experience in LAN WAN Environment Good knowledge of Active Directory Citrix O365 Microsoft Windows Mobile Operating Systems Android iOS Antivirus Technical Skillset - Good to Know Knowledge of Infrastructure Exchange Server Technologies Virtualization VMware Cloud

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