LTIMindtree | Service Desk Agent
4 weeks ago
LTIMindtree hiring
Role – Service Desk Agent
Experience: 3-8 years
Location: Chennai/Coimbatore/Hyd/Mumbai/Pune
Job Description:
• First-Line Support: Provide initial support for end-user requests related to hardware, software, and network connectivity.
• Ticket Creation, Logging and Routing: Accurately log incidents and service requests, ensuring detailed documentation for future reference.
• Basic Troubleshooting: Resolve simple issues, including password resets, software installations, and account access problems.
• Escalation to L2: Escalate complex incidents to L2 support when issues cannot be resolved at the L1 level.
• User Communication: Ensure timely communication with end users, keeping them informed about ticket status and resolution timelines.
• Coordinate during P1, P2 issue with Major incident Manager
Mandatory Leaf Skills to Hire
Technical Skills: Basic knowledge of desktop support, common software applications (Browser, MSoƯice)
Soft Skills: Strong communication
Basic problem-solving skills. Upskilling Tracks
Windows & Lunix Server Basic
Service Now, Jira, CA Service Desk, BMC Remedy (Anyone depends on Customer ITSM tools) Useful Certifications
Certifications: CompTIA IT Fundamentals (ITF+)
Microsoft Fundamentals (optional).
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