Associate - Service Delivery

16 hours ago

bangalore, India Black Box Full time

DescriptionPrimary Roles & Responsibilities:Respond to calls, tickets and emails, and troubleshoot reported issues in a Service desk environment.Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.Escalate unresolved issues to the appropriate internal channelDiagnose and troubleshoot applications, operating systems and software issues, and technical issues, including login account and email account setup. Maintain ticket updates for all reported incidents.Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.Provide timely communication on issue status and resolution.Proven ability to multi-task, effectively determine priorities and meet SLA's.Adaptable and flexible in a fast-changing industry and work environment.Hands-on experience with Service desk and remote control softwares.Properly escalate unresolved issues to appropriate team membersCommunicate with users with a high degree of etiquette and professionalismEnsure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.Contribute to improving customer support by actively responding to queries and handling complaintsPerform other duties and participate in special projects as assigned.Communication Skills: Excellent English Speaking/Reading & written communication skills. Clear, understandableSchedule Flexibility: Willingness to work a flexible schedule including occasional after hours on- call, multitask and resilience.Knowledge, Skills, AbilitiesBachelor's degree in Electronics / Computer Science / Information Technology or related field and 2-3 years of relevant experience. Work Experience in MS 365 / Azure cloud environment, Office 365 applicationsExperience in Windows operating systems (XP through Windows 11) required.Analytical skills to identify and resolve matters of significanceProblem solving skills to troubleshoot various problems within varied environmentsSuperior time management skillsSuperior interpersonal skills to interface with internal and external users, customers and vendorsAbility to multi-task and work under pressure and adapt to fast paced changing requirements and requestsManagement of MS 365 / Azure cloud / Share Point / One Drive / In TuneOffice 365 support and MS Teams supportEnd User Desktop support (Remote support) and TroubleshootingEnd User desktop applications, Office, email supportBasic management and configuration of applicationsFamiliarity with email server and spam filtering technology.Training & CertificationsCurrent and valid industry Training/certifications in the following preferredITSM (Ticketing) ToolTraining in Operating systems management and Basic Network OperationsKnowledge of IP routing protocols and implementationsMicrosoft 365 Certified: Administrator ExpertMicrosoft Certified: Azure Administrator Associate 

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