Executive L2 Service Desk

5 days ago

Noida, India Product and Technology Full time

Job Purpose: 

The ETS (Enterprise Technology Services) Level 2 Service Desk Analyst role is crucial in providing technical support and assistance to the diverse range of FCTG staff. The core responsibility of this role is to resolve technical issues and fulfil service requests as efficientlyas possible or escalating, if necessary, while maintaining a high level of customer satisfaction. This role is a point of escalation for both our Level 1 Support Team and Joiners, Movers, Leavers Team, who you will work closely with to ensure we are consistently shiftingknowledge and processes. Incidents and requests will be raised via a variety of channels and should be logged appropriately. In Head Office locations, in-person support is required, including in assisting with hardware support. This role is part of a collaborative andsupportive team both in region, and on a global level. On a rotational basis, 24/7 support is scheduled to ensure a consistent level of support for our users. The Service Desk Analyst will have effective communication and customer service skills and the ability to network and maintain relationships with other support teams.

Responsibilities: 

• Provide second-level support of incoming incidents and requests via various channels to ensure courteous, timely, and effective resolution of end-user issues.• Adhere to the Standard Operating Procedures and best practices set within Service Operations and ETS• Provide in person support in Head Office locations, performing hands-on fixes at the desktop level, including hardware repairs, delivery of peripherals, or other fixes as determined.• Diagnose and troubleshoot hardware and software issues related to desktops, laptops, printers, mobile devices, and other peripherals.• Assist with the maintenance and administration of IT systems, including user account management and software installations.• Facilitate hardware requests and ensure procedures are executed to keep asset management tools up to date• Build and maintain advanced skillset/knowledge in troubleshooting, infrastructure, and application suite.• Build rapport and elicit problem details from service desk customers.• Prioritize incidents and service requests according to defined criteria and follow processes to ensure customer needs are met.• Escalate incidents and requests to the next level of support with comprehensive work notes and troubleshooting steps performed• Identify trends and contribute to finding solutions for problems or challenging issues• Assist in managing major incidents with a focus on end user communications• Receive and document knowledge/solutions from level 3• Author, edit and review knowledge base articles following the KCS methodology for ETS team members and end users• Promote knowledge sharing, including training for level 1 employees and crosstraining peers.• Identify opportunities to shift processes to the Level 1 team or to automate• Use remote tools and diagnostic utilities to aid in troubleshooting.• Research solutions through internal and external knowledgebase as needed.• Identify and learn appropriate software and hardware used and supported by the organization.• Drive best practices and encourage end users to utilize the tools and processes we have in place• Provide suggestions for continual improvement.• Participate in on-call rotation and after-hours support as needed

Experience

Minimum 2 years experience working in an onsite or desktop support role or similiar preferred Highly effective skills in communication and customer service with the ability to network and maintain relationships with other support teams Has sufficient communication skills for effective dialogue with customers, suppliers and partners. Ability to present ideas in business-friendly and user-friendly language. Is able to work in a team. Is able to plan, schedule and monitor own work within short time horizons. Demonstrates a rational and organised approach to work. Is fully aware of and complies with essential organisational security practices expected of the individual. Highly self-motivated and directed, with keen attention to detail. Able to prioritize and execute tasks in a high-pressure environment Experience working in a team-oriented, collaborative environment Experience administrating Active Directory, M365 (Azure AD, Onedrive, Sharepoint, Exchange Online, Teams, Intune, Autopilot, etc), video/web conferencing tools, desktop virtualization, software distributions, SSO, and other digital workplace tools), Genesys/Cisco Webex telephony. Experience managing IT hardware such as desktops, laptops, mobile devices, network devices, Multifunction printers Technical hands-on experience Experience in Powershell / Bash is preferred Knowledge of ITSM tools: ServiceNow, Freshdesk, etc

  • Executive L2 Service Desk

    1 week ago

    Noida, Uttar Pradesh, India Product and Technology Full time

    **Job no**: 521923 **Brand**: Product and Technology **Work type**: Full time **Location**: Noida, India **Categories**: Corporate & Group Travel **Job Purpose**: - The ETS (Enterprise Technology Services) Level 2 Service Desk Analyst role is crucial in providing technical support and assistance to the diverse range of FCTG staff. The core...

  • Service Desk Executive

    1 month ago

    Noida, India CIS Worldwide Ltd Full time

    Service Desk - Job requirements Prefer graduates in IT field with call taking experience. Acknowledging the tickets within 20 minutes of receipt Assigning the tickets and follow up with the Engineer / Vendor within 2 hours of acknowledgement of tickets and getting the ETA. Updating the client on the progress of the tickets without escalation Processes,...

  • International Service Desk

    2 days ago

    Noida, India Impact InfoTech Full time

    Role : International Technical Service Desk Experience : Minimum 2 years of experience in a International Technical Service Desk Skills : ITIL, Remote Support Location : Noida Shift : US Shift Salary : Upto 6 LPA **Salary**: Up to ₹600,000.00 per year **Benefits**: - Provident Fund Day range: - Monday to Friday Shift: - Night shift - US...

  • Front Desk Executive

    2 weeks ago

    Noida, India Find My Property Pvt Ltd Full time

    **Front Desk Executive Job Description** We are looking for a welcoming front desk representative to handle all receptionists and clerical duties at our main entrance's front desk. **Responsibilities For Front Desk Executive** - Keep front desk tidy and presentable with all necessary material - Greet and welcome guests - Answer questions and address...

  • Help Desk Specialist

    1 week ago

    Noida, India Vensure Employer Solutions Full time

    Shift Timings: US ShiftBringsL1,L2 IT support of hardware and software computer’s configurations , focused on the principal components required for a minimum performance ofIT Services (CPU, RAM, Network, Operative System, Drivers, Office 365) , for individual requests or incidents, according to the IT Request and Incident Management...

  • IT Service Desk Technician Ii

    2 months ago

    Noida, India BorderlessMind Full time

    **Position Title**: IT Service Desk Technician II **Department**: Information Technology **Reports to**: Manager, Service Desk **Location**: Remote Position Narrative (Overview) - As the IT Service Desk Technician II, you will provide expertise in Information Technology to all employees. You will be responsible for resolving IT support requests as well...

  • IT Service Desk Technician Ii

    1 day ago

    Noida, India BorderlessMind Full time

    **Position Title**: IT Service Desk Technician II **Department**: Information Technology **Reports to**: Manager, Service Desk **Location**: Remote Position Narrative (Overview) - As the IT Service Desk Technician II, you will provide expertise in Information Technology to all employees. You will be responsible for resolving IT support requests as well...

  • Service Desk Executive

    1 week ago

    Noida, India SNVA Ventures Pvt Ltd Full time

    1) Ticket logging for all the issues and requests received 2) Log tickets with correct priority and category 3) Assign tickets to correct bins on time 4) Follow up with users tickets awaiting user response 5) Follow ups with relevant IT team members on tickets pending for action 6) Take help from shift managers as and when needed 7) Adhere to SLAs for...

  • Service Desk Expert

    3 weeks ago

    Noida, India Fujitsu Full time

    Exceptional verbal and communication skillsUnparalleled Listening and Comprehension capabilitiesProven service industry front line experience with handling high value/critical customersAbility to keyboard to capture important details on a call for documentationResponsibilities:Should be handling Call / Chat / Email Support to end usersIdentifies issues...

  • Service Desk Expert

    2 weeks ago

    Noida, India Fujitsu Full time

    Exceptional verbal and communication skillsUnparalleled Listening and Comprehension capabilitiesProven service industry front line experience with handling high value/critical customersAbility to keyboard to capture important details on a call for documentationResponsibilities:Should be handling Call / Chat / Email Support to end usersIdentifies issues...

  • Service Desk Expert

    4 days ago

    noida, India Fujitsu Full time

    Exceptional verbal and communication skillsUnparalleled Listening and Comprehension capabilitiesProven service industry front line experience with handling high value/critical customersAbility to keyboard to capture important details on a call for documentationResponsibilities:Should be handling Call / Chat / Email Support to end usersIdentifies issues...

  • Front Desk Executive

    4 days ago

    Noida, India Accounting Genie LLP Full time

    **Job Title**: Front Desk Executive **Experience**: 1-2 Years in similar role **Work Location**: Kirti Nagar, Delhi (Evening metro station drop-off provided in office car) **Work Days & Timings**: Monday - Friday in office (1st& 3rdSaturday work from home), 10 am - 6:30 pm **Job Overview**: As a Front Desk Executive, you will be the first point of contact...

  • Help Desk Specialist

    2 weeks ago

    noida, India Vensure Employer Solutions Full time

    Shift Timings: US Shift Brings L1,L2 IT support of hardware and software computer’s configurations , focused on the principal components required for a minimum performance of IT Services (CPU, RAM, Network, Operative System, Drivers, Office 365) , for individual requests or incidents, according to the IT Request and Incident Management Procedures....

  • Help Desk Specialist

    2 weeks ago

    Noida, India Vensure Employer Solutions Full time

    Shift Timings: US ShiftBrings L1,L2 IT support of hardware and software computer’s configurations, focused on the principal components required for a minimum performance of IT Services (CPU, RAM, Network, Operative System, Drivers, Office 365), for individual requests or incidents, according to the IT Request and Incident Management...

  • Help Desk Specialist

    2 weeks ago

    Noida, India Vensure Employer Solutions Full time

    Shift Timings: US ShiftBrings L1,L2 IT support of hardware and software computer’s configurations, focused on the principal components required for a minimum performance of IT Services (CPU, RAM, Network, Operative System, Drivers, Office 365), for individual requests or incidents, according to the IT Request and Incident Management...

  • Help Desk Specialist

    2 weeks ago

    Noida, India Vensure Employer Solutions Full time

    Shift Timings: US Shift Brings L1,L2 IT support of hardware and software computer’s configurations , focused on the principal components required for a minimum performance of IT Services (CPU, RAM, Network, Operative System, Drivers, Office 365) , for individual requests or incidents, according to the IT Request and Incident Management Procedures....

  • Help Desk Specialist

    2 weeks ago

    Noida, India Vensure Employer Solutions Full time

    Shift Timings: US ShiftBrings L1,L2 IT support of hardware and software computer’s configurations, focused on the principal components required for a minimum performance of IT Services (CPU, RAM, Network, Operative System, Drivers, Office 365), for individual requests or incidents, according to the IT Request and Incident Management...

  • Help Desk Specialist

    2 weeks ago

    Noida, India Vensure Employer Solutions Full time

    Shift Timings: US ShiftBrings L1,L2 IT support of hardware and software computer’s configurations, focused on the principal components required for a minimum performance of IT Services (CPU, RAM, Network, Operative System, Drivers, Office 365), for individual requests or incidents, according to the IT Request and Incident Management...

  • Front Desk Executive

    4 weeks ago

    Noida, Uttar Pradesh, India Arihant Publication India Limited Full time

    **Role Description** This is a full-time on-site role for a Front Desk Executive. As a Front Desk Executive, you will be responsible for handling receptionist duties, scheduling meetings, providing excellent customer service, Stationary/Inventory Management, maintaining phone etiquette, and demonstrating strong interpersonal and communication skills. You...

  • Front Desk Executive

    6 hours ago

    Noida, Uttar Pradesh, India Arihant Publication India Limited Full time

    **Role Description** This is a full-time on-site role for a Front Desk Executive. As a Front Desk Executive, you will be responsible for handling receptionist duties, scheduling meetings, providing excellent customer service, Stationary/Inventory Management, maintaining phone etiquette, and demonstrating strong interpersonal and communication skills. You...