Associate - Service Delivery

1 week ago

Bengaluru Karnataka, India Black Box Full time

**Primary Roles & Responsibilities**:

- Consult and collaborate with other IT departments to resolve issues quickly and efficiently, when needed.
- Escalate unresolved issues to the appropriate internal channel
- Maintain ticket updates for all reported incidents.
- Troubleshooting of Antivirus issues such as virus outbreaks, virus definition issues etc.
- Provide timely communication on issue status and resolution.
- Proven ability to multi-task, effectively determine priorities and meet SLA’s.
- Adaptable and flexible in a fast-changing industry and work environment.
- Hands-on experience with Service desk and remote control softwares.
- Properly escalate unresolved issues to appropriate team members
- Communicate with users with a high degree of etiquette and professionalism
- Ensure all the calls have been attended and updates in the Ticketing Tool whichever come under their bin.
- Contribute to improving customer support by actively responding to queries and handling complaintsPerform other duties and participate in special projects as assigned.

**Communication Skills**:

- Excellent English Speaking/Reading & written communication skills. Clear, understandableSchedule Flexibility: Willingness to work a flexible schedule including occasional after hours on
- call, multitask and resilience.

**Knowledge, Skills, Abilities**

- Bachelor's degree in Electronics / Computer Science / Information Technology or related field and **2-3**years of relevant experience.
- Experience in Windows operating systems (XP through Windows 11) required.
- Analytical skills to identify and resolve matters of significance
- Problem solving skills to troubleshoot various problems within varied environments
- Superior time management skills
- Superior interpersonal skills to interface with internal and external users, customers and vendors
- Ability to multi-task and work under pressure and adapt to fast paced changing requirements and requests
- **Management of MS 365 / Azure cloud / Share Point / One Drive / In Tune**
- **Office 365 support and MS Teams support**
- End User Desktop support (Remote support) and Troubleshooting

**Training & Certifications**

Current and valid industry Training/certifications in the following preferred

- ITSM (Ticketing) Tool
- Training in Operating systems management and Basic Network Operations
- Knowledge of IP routing protocols and implementations
- Microsoft 365 Certified: Administrator Expert
- Microsoft Certified: Azure Administrator Associate

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