Technical Associate Service Desk and Monitoring

4 weeks ago

Hyderabad, India Genpact Full time

Job Description Inviting applications for the role of Technical Associate - Service Desk and Monitoring A Service Desk role involves providing technical support ( Phone /chat /email Self-service )and resolving IT-related issues to ensure smooth business operations and monitoring the infrastructure. Responsibilities - Handle the issues/request reported through various ticketing tool within agreed SLA's - Should handle Voice and Non-Voice tickets simultaneously. - Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners. - Troubleshoots and resolves minor wireless, network, switch, or printer issues escalates major issues (wireless, network, etc.) to information technology (IT) infrastructure technical teams - Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari) - Set up and configure computer systems. - Troubleshooting issues related to MDM, OS, Standard Office Suite, and Browsers. - Second level support to Desktops, Laptops, Thin Clients, Printers, Scanners and Multi-Function Devices. - Trouble shooting issues related to business specific applications. - User provisioning of various business applications(ERP) - Support New Transitions, Ramp Up's/Down's, Business migrations/Site Consolidations Projects. - Knowledge Management - Ensure the Knowledge Articles are used on all issues. - Install and configure computer hardware, operating systems, and applications. - Follow IT Infrastructure Library (ITIL) framework for incident and request management. - Record and track incidents and service requests in JIRA, ensuring proper documentation and updates throughout the lifecycle. - Work closely with Level 2 and Level 3 teams for complex issues, ensuring seamless handoffs and clear communication. Monitoring - Continuously monitor servers, applications, networks, and infrastructure using monitoring tools - Receive, acknowledge, and document alerts or warnings generated by monitoring tools. - Perform basic troubleshooting steps such as restarting services, checking logs, or verifying connectivity. - Perform scheduled health checks of systems and infrastructure. - Report monitoring tool anomalies or gaps and suggest improvements. Qualifications we seek in you Minimum Qualifications - Bachelor%27s Degree required. Preferably in Computer Science, Information Systems, or related field. - Strong domain knowledge and technical orientation. - Knowledge of OS, MDM and Office Issues. Preferred Qualifications/ Skills - Customer Service and Problem-Solving attitude. - Good communications skills in English. - Should be able to deliver on tight timelines. - - - - - -

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