Global Service Desk Executive

1 week ago

Mumbai, India Allied Digital Full time

**Global Service Desk Executive**

**Profile of the position**:
Level - Junior management level position.
Grade - L5 grade.
Reporting to Head - Managed Services.
Should be able to work in rational shifts.

**Duties and **Responsibilities**
- Assist Global Service Desk (GSD) Engineers by providing First level support.
- Identify and solve escalated problems related to computers, hardware, software and other related items via research, vendor and customer interaction.
- Provide accurate and complete descriptions of problems, inquiries and requests in a problem management ticket.
- Provide proactive Customer and GSD Management notification of problems.
- Provide and participate in training required to develop and maintain skills necessary to support end-users.
- Access software updates, drivers, knowledge bases and frequently asked questions resources on the internet to aid in problem resolution.
- Produce and review documentation used to instruct end-users in the appropriate use of company computers and related equipment.
- Manage daily workload of the GSD organization.
- Perform Quality Assurance Monitoring on Analysts and Engineers. Participates in the development of Processes and Procedures for the GSD organization.

**Knowledge, Skills & Competencies**:
Hands on experience including but not limited to:

- Problem Solving
- Result Orientation
- Persuasiveness
- Learning orientation

**Desired Qualification**
- Basic Education must have a minimum bachelor’s degree.
- Excellent Communication Skills (Written & Verbal)

**Desirable Experience & Skills**

2+ Years in Information Security.

**Desirable Qualification**

A+ Hardware and Software Certifications
N+ (Network, Plus)
MCP Microsoft Certified Professional)
MOUS (Microsoft Office User Specialist)
MCSA (Microsoft Certified System Administrator)
MCSE (Microsoft Certified Systems Engineer Desired)

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