Service Desk Lead

1 day ago

Kolkata, West Bengal, India AMK Group Full time ₹ 40,00,000 - ₹ 80,00,000 per year
Job Description:
 Provide L2.5 support for Infrastructure, client and basic network troubleshooting  Use probing questions and defined knowledge information to accurately log the details of the customers enquiry  Make accurate decisions on the right path for coordinating the customer enquiry and manging the ticket.  Where appropriate use personalised decisions and actions to add value by resolving the customer's enquiry at the point of contact  Ensure all relevant information is clearly recorded in the ITSM tool  Provide timely and accurate updates to tickets  Where required ensure the timely escalation of complaints to the appropriate level  Maintain a high standard of customer service ensuring each contact provides a delightful customer experience  Ensure service levels are met and maintained by providing reactive and proactive support in a timely and accurate fashion.  Monitor, and troubleshoot infrastructure and clients  As necessary, liaise with and co-ordinate third-party support providers.  Undertake Basic Local Area Network (LAN) support and troubleshooting where required.
 Knowledge of Server Operating Systems.   Knowledge of Active Directory / AD DS / NTFS Permissions.   Medium level knowledge on Microsoft cloud-based technologies Office 365 and Azure  Knowledge of Desktop Operating systems.   Ability to operate tools, components, and peripheral accessories.   Support for smart phones, smart tablets   Able to read and understand technical manuals, procedural documentation, and OEM guides.  Ability to conduct troubleshooting into PC issues and products as required.  Working technical knowledge of current network protocols, operating systems, and standards.  Proven ability to learn new skills quickly and driven to do so.   Keen Interest in Infrastructure based systems / applications / technologies.   Proven analytical and problem-solving abilities.   Good to have industry recognized certification(s) (e.g. MCP, MCSA, CCNA, MCSE, ITIL).  Fluent in English is a must.

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