Service Desk Support Specialist

4 weeks ago

Bengaluru, Karnataka, India Lighthouse Full time

About the Role

Lighthouse is seeking a highly skilled Service Desk Support Specialist to join our team. As a Service Desk Support Specialist, you will provide 24x7 global IT support for our hardware and software used in production, manage/deliver content and services to technology teams and other departments in the organization.

Key Responsibilities

  • Provide Tier I/II support to end users with exceptional customer service skills.
  • Answer, evaluate and prioritize service requests via chat, email and in person for users. Provides regular and timely updates to customers.
  • Perform move/add/change tasks for desktop/laptop hardware and software systems.
  • Meet SLA requirements for problem resolution.
  • Log and track issues in our service management tools.
  • Build/deploy, patch and support end user desktops, laptops, mobile devices, and other related equipment.
  • Maintain accurate inventory of computer hardware and software assets related to the service desk function.
  • Maintain key performance metrics related to Tier I/II support functions.
  • Manage vendor repair and returns of defective equipment as necessary.
  • Learn eDiscovery applications to assist with support across the organization.
  • Maintain best practices on security for supported applications.
  • Keep manager and other team members informed of trends, delays or complications that arise during the normal course of work.
  • Collaborate with other IT team members as needed.
  • Participate in creation and maintenance of IT standards and procedures.
  • Participate in on call shift rotations periodically (including evenings and weekends).
  • Perform other related duties as assigned.

Requirements

  • B.S. in Computer Science or a related field.
  • 1 to 3 years of previous service desk/end user support experience in a corporate environment.
  • Hands-on experience servicing/troubleshooting desktops, laptops, printers, mobile devices, and other peripherals.
  • Experience supporting Microsoft Office, Office 365 administration and other application software.
  • Demonstrated ability to build, maintain and support workstation images.
  • Demonstrated ability to work with vendors to procure, inventory, repair, and manage computing assets.
  • Experience managing remote desktop, Citrix/VMware View/Cloud PC environments.
  • Ability to effectively collaborate within an IT team with shared responsibilities.
  • Working/practical knowledge of IP networking principles
  • Working/practical knowledge of Active Directory, Exchange, and SharePoint
  • Willing to be on-call for occasional night and/or weekend support.
  • Prefer Microsoft certifications commensurate with position.
  • ITIL V3 certification desired
  • Experience with Service Now

Work Environment and Physical Demands

  • Duties are performed in a typical office environment while at a desk or computer table.
  • Duties require the ability to use a computer, communicate over the telephone, and read printed material, in a quiet and professional setting.
  • Duties may require being on call periodically and working outside normal working hours (evenings and weekends).

Lighthouse celebrates and thrives on diversity and is an Equal Opportunity Employer. We hire, train, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. We welcome any talents and contributions you can bring to the team and are deeply committed to growing an environment where everyone can feel safe, is respected, and can show up as themselves. Come as you are

As a trailblazer and catalyst for change, Lighthouse rises to each opportunity to help our clients and our people do what they do best—shine.

This position will work for and be employed by Lighthouse's India subsidiary, which is an independent company located in India.

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