Desktop IT Support Specialist

5 days ago

Remote, India beBeeTechnical Full time ₹ 4,00,000 - ₹ 8,00,000
  • As a key member of our technical support team, you will be responsible for providing exceptional service to customers by responding quickly and effectively to all service requests and incidents.
  • You will manage incidents and service requests reported over the phone, chat, employee self-service tickets or e-mails in a timely manner.
  • The role requires recording, classifying and maintaining the integrity of data within the incident and service request recording system - ServiceNow.
  • Online diagnosis and investigation via remote access applications are also required, as well as providing quality information, solutions and routing requests or issues to the appropriate support teams, as needed.
  • Assessing the impact and risk of incidents and timely escalation are crucial aspects of this role.
  • Customer queries will need to be handled and resolved, which are within the scope of Service Desk using remote access software.
  • Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed is essential.
  • Providing technical support for VPN related queries and issues is also a key responsibility.
  • Managing IT requests submitted by customers, including initial review and evaluation of the request, allocation to the appropriate service provider, review of progress of the request and communication to customers.
  • Relaying information updates on IT service disruptions / outages to customers is critical.
  • Providing management information and reports on IT service trends is also required.
  • Constantly working towards technical skills enhancement and always working as a team player is necessary.
  • Around 2-3 years of experience in a similar kind of support role is expected.
  • Good knowledge of Windows 10 OS, Office applications and virtual desktop interface is required.
  • Strong knowledge on VPN connectivity related issues is also necessary.
  • Familiarity with Outlook 2010/2016, SharePoint 2010/2013 and other Microsoft applications for desktops and mobile devices is required.
  • Working knowledge of Intranet and Internet applications is also necessary.
  • Knowledge of AS400 Client Access and Citrix ICA client experience is required.
  • Knowledge of Cloud Computing, Office is also necessary.

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