Service Desk L1

13 hours ago

Hyderabad Telangana, India Base8 Inc Full time

**Position**:Service Desk Engineer L1**

**Shift: Night (PST)**

**Job Location: Hyderabad (WFO)**

**Who We Are**:
Base8 provides technology and business consulting services to companies throughout the US and Canada. We like to work with businesses that are serious about scaling, risk management, and developing mature processes - ones that are looking for a modern, sophisticated, trustworthy, friendly, high-quality (yet still affordable) technology and business partner.

**Who You Are**:
As a Service Desk Specialist, your primary duties and responsibilities include the following. Other duties may be assigned.
- Record all actions, conversations, and work was undertaken in the IT Service Management Tool (Service now) Within Service now, use the knowledge base for known errors, and work around to aid diagnosis or resolution.
- Proficient with customer support issues dealing with mobile device activations, advanced troubleshooting, customer orders through portals
- Primarily assists with more complex issues or with customers with unique processes
- Solid understanding of contractual goals and Service Level Agreements (SLAs)
- Fully competent in mobile technology proven through testing, performance, quality, technical ability, efficiency, and system knowledge
- Learning more advanced troubleshooting skills and techniques
- May work on clients with unique requirements
- Resolve/fulfill incoming Service Desk incidents and requests from internal staff
- Provide IT support for many technologies (mostly Microsoft) to a wide user base

**Skills required**:

- 2-3 years of work experience as a Service Desk Analyst in a Service Desk environment.
- Excellent communication skills (must)
- Flexible to work in night shifts
- Must have worked with US/UK/Canadian/ Australian clients.
- Graduate or equivalent qualification ideally in an IT-related discipline.
- Experience in Windows, AD, 0365, etc.
- Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting
- Knowledge of ITIL Service Management best practices.
- Professional IT Certifications, such as Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, ConnectWise CCPA, LabTech LTCP, Cisco CCNA, or VMware VCP

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