Global Service Desk Agent

1 week ago

Pune, India LRI Invest S.A. Full time

-Job Specification - ROL01
- IT Service Desk Agent(24*7 Support)
-

**Key duties and responsibilities**
- Serve as the single point of contact for end User ICT requests and support issues.
- Log and assign all IT requests and work requests accurately in the Apex IT ticketing system.
- Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote connection to end user devices using remote access tools.
- When required assign tickets to the relevant team member or external IT suppliers and liaise with the resolver until completion.
- Communicate clearly to users in a timely and polite manner and keep the end user informed of the progress of IT requests at all appropriate times.
- Follow standard operating procedures (SOPs) for incident management.
- Highlight and report all major IT issues and risks to Service Manager in a timely manner.
- Research, test and implement new systems to improve efficiencies and satisfy user requests.
- Provide basic PC installations and configuration tasks.
- Provide on site support when required in Apex offices (may require travel).
- Other duties in support of the Service Desk, as assigned by the Service Manager, TLs.

**Experience and skills**
- 2-3 years experience in a computer related support or and IT operational environment.
- A recognised third level
qualification in a computer related discipline.
- One or more recognised industry certification in PC, Network and Server support (Comptia A+, Server +, Network +, MCP in Windows 7/8/10);
- Good written and communication skills in English.
- Experience with documentation and improving SOPs and other process documents.
- Good customer focus, and excellent time-keeping is a key requirement of the role.
- Good interpersonal skills, with a focus on listening and questioning skills.
- Good problem-solving abilities and ability to work under own initiative;
- Familiarity with or a willingness to learn the fundamental principles of ITIL Service Management.
- Experience with configuring and supporting any version of Windows Desktop (7, 8,10);
- Experience in virtual desktop environment desirable, particularly CITRIX XenDesktop/XenApp, Azure, AWS.
- Experience with configuring and supporting Microsoft Office 2013/2016 and/or Office 365.
- Good Experience in active directory, User Management.
- Customer support experience in Global Service Desk on call.
- Some basis experience with supporting physical networking is desirable but not essential.
- Experience with Ticket Tool, Fresh Service, Service Now (SNOW).

1

  • Service Desk Agent

    3 weeks ago

    Pune, India Fujitsu Full time

    Job Description Job description: Job Title: Service Desk Agent Work Experience: 6 months to 2 years Work Location: Pune Work Environment: Mandatory Work From Office (WFO), 24/7 rotational shifts, 5-day work week Role Overview: As a Service Desk Agent, you will be the first point of contact for end users seeking technical assistance. Your primary...

  • IT Service Desk, L1 Agent

    2 days ago

    Pune, Maharashtra, India Optimas Solutions Full time

    **Job Title**:**Level 1 Service Desk Agent**: Department: IT Service Desk Location: Pune, India or Monterrey, Mexico Reports To: Service Desk Lead or Manager Job Summary: A Level 1 Service Desk Agent is the first point of contact for users seeking any assistance and support within an organization. This role involves providing excellent customer service...

  • IT Service Desk, L1 Agent

    2 days ago

    Pune, Maharashtra, India Optimas Solutions Full time

    **Job Title**:**Level 1 Service Desk Agent**: Department: IT Service Desk Location: Pune, India or Monterrey, Mexico Reports To: Service Desk Lead or Manager Job Summary: A Level 1 Service Desk Agent is the first point of contact for users seeking any assistance and support within an organization. This role involves providing excellent customer service...

  • Global Service Desk Customer Service Analyst

    5 hours ago

    Pune, Maharashtra, India ESP Global Services Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    About The JobTo log all customer incidents and requests accurately. Proactively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual service levels.What will you do?Receive, scope and accurately log, then process each customer ticket and, following...

  • Managed Services Client Service Desk Agent

    6 days ago

    Pune, Maharashtra, India NTT DATA Full time

    **Make an impact with NTT DATA** Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive. **Your day at NTT DATA** The...

  • Service Desk Lead

    2 hours ago

    Pune, Maharashtra, India Wipro Full time ₹ 12,00,000 - ₹ 36,00,000 per year

    Role:Service desk leadDo:To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and works toward the resolution of tickets Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up Coordinate with other IT teams...

  • Service Desk Agent-pune

    3 weeks ago

    Pune, Maharashtra, India Fujitsu Full time

    We use cookies to offer you the best possible website experience Your cookie preferences will be stored in your browser s local storage This includes cookies necessary for the website s operation Additionally you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website s performance as well as...

  • Service desk lead L1

    1 week ago

    Pune, Maharashtra, India Wipro Full time ₹ 5,00,000 - ₹ 15,00,000 per year

    Job description:Job DescriptionRole:Service desk lead͏Do:To support the service desk agents in prompt delivery & customer serviceAdvise and collaborate with the agents on current issues and works toward the resolution of ticketsManage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and...

  • Customer Service Agent

    2 weeks ago

    Pune, Maharashtra, India WNS Global Services Pvt Ltd Full time ₹ 2,00,000 - ₹ 6,00,000 per year

    Pune - Walk In Company Description WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare,...

  • Service Desk Agent-3009-pune

    3 weeks ago

    Pune, Maharashtra, India Fujitsu Full time

    We use cookies to offer you the best possible website experience Your cookie preferences will be stored in your browser s local storage This includes cookies necessary for the website s operation Additionally you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website s performance as well as...