
Service Desk-service Desk
1 week ago
**Responsibilities**:
- Working on Infrastructure and Application Service Desk/Helpdesk/L2 support issues.
- Handle the tickets escalated by L1 team.
- Resolve the Laptop / Desktop related tickets.
- Coordinate with L1 team, customers and third parties to resolve the tickets
- Identify and diagnose issues and problems. Record problems and their resolution in logs.
- To solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA)
- Proactively contribute to maintaining and expanding service desk knowledgebase to prevent knowledge silos.
- Resolving issues related to Windows 10 / 11, Networking, Database, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory issues
- Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all technical issues experienced by customers
- Support problem identification. Advise L1 team on appropriate course of action.
- Provide the solution through information gathering, analytical troubleshooting and problem research.
- Identify and suggest possible improvements in support procedures
- Create and update support documentation in accordance with standards to improve future troubleshooting efforts
**Desired skills and requirements**:
- Good knowledge and hands on experience working on Windows 10 / 11, Networking, Database, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory issues
- Proven service industry experience with handling high value / critical customers
- Knowledge of Incident, Problem, Change Management. Good to have ITIL certification.
- Good Working experience / knowledge on Service Desk toolset and Remote Desktop Support Tools and monitoring tools - SNOW, Jira, Bomgar etc.
- Basic Knowledge of Applications.
- Working in 24x5 support including night shifts. Working on Sunday for Israel shift.
- Excellent Verbal & Written communication skills.
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