IT Desktop Support

2 days ago


Bengaluru, India ScaleneWorks Full time

Job Description

IT Desktop Support

will provide second level technical support to internal Sabre employees and contractors. The successful candidate will possess a rare combination of interpersonal and communication skills as well as an aptitude for working with applications, systems and hardware to find resolution of end user problems, which may range from straightforward to more complicated technical issues. Furthermore, there are a wide range of administration duties within this role including ticket updates, customer follow-up, time tracking, weekly reporting and individual task management. Coverage includes 24x7 support for 10,000 end users in any of the 60 worldwide locations and 900 home-based workers.

Responsibilities
• Provide second-level support on tickets escalated from the Service Desk staff regarding IT issues and requests including, but not limited to
• MS Windows and Office software
• Mac OS X and Mac Office software
• PC, Mac and peripheral hardware (printers, monitors, keyboards)
• Tablets and other Android, iOS and windows mobile devices
• Basic network (WAN, LAN and wireless) troubleshooting
• Active Directory and Exchange administrative activities
• Resolve all escalated issues within SLA and support efforts to provide proactive support in the form of knowledgebase articles and user training.
• Receive, log and manage tickets in ITSM ticketing system (ServiceNow)
• Work closely with the Service Desk to ensure a quality communication and timely resolution to escalated issues.
• Ensure a high degree of customer service and adhere to all service management principles.
Job Requirements
• Excellent interpersonal communication skills, positive and engaging telephone manner and a high degree of customer service aptitude
• Demonstrable experience and fluent command of the English language
• Excellent organizational skills and ability to troubleshoot remotely.
• Minimum 3-5 years of experience in an IT support organization
• Strong understanding of ITIL incident management, including upholding SLAs and communication to end users.
• Strong knowledge of Microsoft and OS X based operating systems, as well as computer imaging and onsite and warranty for end user equipment
• Experience with researching complex issues with end user software and hardware.
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Demonstrates clear desire to be a role model in customer service and execution of IT support.
• Skills sets required: Windows 11, Mac OS environment, MS office 365 admin, application support, Service SNOW
• Basic knowledge on Azure: Modern Desktop Administrator Associate will also be suitable.


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