Service Desk

5 days ago


Bengaluru, India CIEL HR Services Full time

**THE CANDIDATE SHOULD BE AVAILABLE FOR **11th March INTERVIEW**

**Service Desk [SNOW, SERVICE NOW, ITSM, incident, Active directory, O365, office365]**

**Notice Period - Immediate to 20 days**

**Years of Experience - 4+ YEARS**

**Location - Mumbai, Bengaluru**

**JD**:

- Log tickets or updated ITSM (ServiceNow) records for all issues reported over the phone.
- Resolve all in-scope incidents and tasks
- Identify, categorize, prioritize, and triage tickets to appropriate resolver groups, if the ticket is out of Command Centre’s support scope.
- Provide user access provisioning support for Active Directory namely password resets, termination, lockout issues, account creation, access modification
- Support Infrastructure and TMS-related issues or queries
- Installs, Moves, Adds, and Changes (IMAC): Confirm requirements, scope and acquire approval, assign to the appropriate team, confirm schedule, and verify completion.
- Record problem tickets and triage to the appropriate resolver groups in the ITSM tool
- Monitor Alerts, Raise and Execute Changes

Required Technical Knowledge:
1. Active Directory

2. M365 / Office Suite (Troubleshooting - Outlook, Teams, Excel, browsers, MFA, One Drive, MS Stream, etc)

3. SCCM (Software Deployment)

4. Windows OS (Deployment and Troubleshooting)

5. Windows Servers

6. ITIL Foundation (Recommended)

7. Service Now

8. Azure / AWS basic knowledge

9. SharePoint (access management)

10. Basic Networking knowledge (CCNA/CCNP certification is an added advantage)

11. Knowledge of Cisco VPN, Microsoft Group Policy (Creation / Deployment), Endpoint Manager / MS Intune / MDM


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