IT Help Desk Specialist 1

1 week ago

Chennai, India GP Strategies Full time

GP Strategies Corporation is one of the world's leading talent transformation providers. By delivering award-winning learning and development solutions, we help organizations transform through their people and achieve meaningful change. GP Strategies has delivered our innovative consulting, learning services, and talent technology solutions to over 6,000 organizations globally.

From our global experience working across thousands of projects and initiatives over the past 55 years, we've learned that relationships, business, work, innovation, strategy, and transformation are all about people. And, to put it simply, GP Strategies is about our people - an extensive global network of learning experts. Additional information can be found at .

Job Summary

ITOC (IT Operation Centre) Tier-1 Service Desk - Based out of India (Chennai), the ITOC staffs is for the purpose of vetting reported Incidents and Requests coming into the Service Desk ticketing system or a Service Desk support line. Act as a single point of contact for all users. The role includes responding to cases, escalating issues as necessary, handling voice calls, and performing basic troubleshooting activities. Other responsibilities will include system monitoring around the clock during their hours of operation. ITOC hours of operation will be coordinated to provide 24x7.

Reporting to: Service Desk Team Leads

Essential Duties and Responsibilities

· System Monitoring:

o Conduct regular health checks of all systems monitored by Microsoft Endpoint Security during the shift.

o Monitor security incidents and take appropriate action to resolve threats.

· Incident and Request Management:

o Act as the single point of contact for all users.

o Log tickets, track progress, and update and close tickets based on status.

o Respond to all cases within 15 minutes, acknowledging receipt and informing the user that their case is being reviewed.

o Vet cases and determine the appropriate level of escalation (Tier 1, Tier 2, or IT Service Operations).

o Handle Tier 1 support or self-assign tasks within the scope of support.

o Contact users when necessary to progress or close tickets.

· First Level Support:

o Perform first-level support activities, including basic troubleshooting, for Microsoft Operating systems on desktops and laptops.

o Provide support for MS Office applications, including Outlook and user management.

o Review and resolve asset-related requests.

Shift Timings:

· Rotational Shifts.

· 5 working days/week

Certification:

· ITIL, A+, and Microsoft certifications are considered an advantage for this position.

With more than 4000 employees in over 30 countries, diversity at GP Strategies is second nature Beyond our locations, our culture focuses on performance and revolves around respect, fairness, and working collaboratively to achieve our goals. We support our People, no matter who they are or where they are from, because we all have valuable and unique perspectives and approaches. That's how great ideas are born, which enable us to work smarter.

GP Strategies is committed and proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth and related conditions, sexual orientation, and gender identity), national origin, age, veteran status, disability, or any other federally protected class.

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