Service Desk Technician L1

Company Overview:
Milestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.

Job Overview:

- Identify and diagnose issues and problems reported by end users for Desktop and Voice and provide on call resolutions (FCR)
- Record, classify and track new Incidents and service requests, and moving them into the correct resolver groups. Ensure all incidents/service request are processed within the customer SLA for resolution and response time.

How You Will Make An Impact:
- Identify and diagnose issues and problems reported by end users for Desktop and Voice and provide on call resolutions (FCR)
- Record, classify and track new Incidents and service requests, and moving them into the correct resolver groups. Ensure all incidents/service request are processed within the customer SLA for resolution and response time.
- Should have adequate Customer Handling Skills over the phone.
- Must understand ITIL and must have worked on tools like BMC Remedy, JIRA or Service Now.
- Monitoring and Incident Management, be able to observe and report Incidents within the SLA, follow escalation process, Attentive and Vigilant in observing incidents through various monitoring tools, Able to Multitask.
- Skills to fix Level 1 issues related to Desktop and Cisco Voice.
- Work with Multiple stake holders in following up on the status of Incidents (P1, P2, P3) and service requests
- Provide Service Request assistance for end users like Password Resets, Microsoft office assistance etc..
- Measure and record KPI’s
- Report generation and analysis

What You Will Need To Succeed:

- Minimum of 1 Year Exp with basic Desktop and Voice
- Should have adequate Customer Handling Skills over the phone.
- Must understand ITIL and must have worked on tools like BMC Remedy, JIRA or Service Now.
- Skills to fix Level 1 issues related to Desktop and Cisco Voice.
- Good communication skills
- Willingness to work in 24*7 rotational shift

Our Commitment to Diversity & Inclusion:

- At Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success._
- Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees._
- We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you._
- This position may be assigned to a client that requires all individuals on-site to have the COVID-19 vaccination. The individual must be fully vaccinated before starting work at such a client site._