Service Desk Technician

1 week ago

Kolkata, India iMerit Full time

**Overview**

iMerit is seeking technicians to join its Service Desk Operation. iMerit’s Service Desk Technicians extend technical support to all internal IT and non-IT employees facing problems related to hardware, software, and networking. They are responsible for resolving problems faced by the iMerit’s end-users or requiring support in the use of iMerit’s technology systems, by identifying and analyzing issues, providing data services and answering questions regarding system use.

**Responsibilities**
- Provide technical assistance and support for resolving issues and fulling service requests related to staff use of iMerit computer systems, software, and hardware.
- Monitor problem reports, queries and service requests received through iMerit’s service desk portal.
- Triage and analyze problem reports, queries and service requests.
- Communicate with users as required to clarify problem reports and service requests.
- Run diagnostic programs to resolve problems.
- Resolve problem reports, answer queries and fulfill service requests or escalate them to Level 2 technicians when required.
- Keep IT and Technology Team mangers abreast of emergency tickets and their resolution.
- Monitor resolution of problem reports, queries and service requests.
- Follow up with technicians when resolution time exceeds SLAs.
- Reassign tickets as required to minimize length of technician ticket queues.
- Keep users informed of actions being taken when resolution time exceeds SLAs.
- Follow up with customers to ensure problem reports and queries have been resolved and requested services completed.
- Contribute to knowledge base documenting resolutions and procedures for common types of problems, queries and service requests.

**Qualifications**
- A minimum of two years prior service desk experience.
- Excellent communication and customer relationship skills.
- Ability to make informed decisions quickly regarding triage, resolution and routing of tickets.
- Logical thinking required to troubleshoot problems.
- Ability to multi-task.
- Ability to work a rotating schedule including nights and weekends.
- Familiarity with Windows, Linux (Ubuntu) and iOS operating systems preferred.
- Familiarity with MS office or its equivalent.
- Familiarity with VPN configurations, network monitoring, content filtering and similar security controls preferred.

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