Service Desk

1 month ago

Pune, India Vimerse Infotech Inc Full time

JOB DESCRIPTION

Deliver high quality customer service and technical support to our US and Global clients.

Resolve technical issues and answer queries surrounding computer hardware, software,

network, and telecommunications systems that originate by telephone, voice mail, or email ,

Office 365 .

Record, maintain and update records in the Incident Management system

Performs analysis of problems and assist with corrective action to restore functionality

Work with technical or development staff to resolve recurring problems and issues with

applications and/or products

Document and submit problem resolutions to the Service Desk knowledge database in order to

assist other Help Desk personnel with problem resolutions

Follow documented processes

Escalate issues as appropriate

Seeks opportunities for continuous process improvement

Along with the rest of the team, meets or exceeds all department goals

Technical Qualifications:

Proficiency in supporting the following products:

An Intel based computer running Windows OS /MS Office or higher, with dual monitors and an

Apple MAC

Required

Microsoft Windows Server Operating Systems

Microsoft Office365 Suite (Outlook Email and Calendars)

Active Directory User Administration

Desktop and laptop hardware, as well as printers, Lan/Wan functionality

Remote support technologies (VPN, Citrix, RDP, Internet, Explorer)

Knowledge of ITSM Tool JIRA

  • Work experience required
  • Minimum 3 to 5 years of experience working in an Enterprise IT environment
  • Shift times

Shift Time is 24x7 Rotational shifts

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