IT Service Desk (Desktop Support)

Role - IT Service Desk (desktop / system support)Location - Mumbai, MaharashtraShift Timing - 24*7 rotational shift (rotational week offs)Required Experience : 0-1 yr.

Experience & QualificationsGraduation mandatoryFreshers candidates can apply .Candidates comfortable with night shift can applyCandidate should have excellent communication.

Good Knowledge of Laptop / Desktop troubleshooting.Knowledge about VPN / Windows OS / O365 / Active Directory.Key Responsibilities : 1.

As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2.

Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3.

Identify and escalate tickets requiring urgent attention and action4. Log all contacts and document all the activities and results accurately and completely within the incident management tool5.

Deal with and resolve helpdesk requests6. Take ownership of user problems and resolve the problems on behalf of the user and communicate progress in a timely manner7.

To maintain and fine-tune a high degree of customer service for all support queries and adhere to all service management principles8.

Open to working in a 24x7 environment with rotating shifts and rotating weeks offSkills Required : 1. Previous experience in IT helpdesk (Voice)2.

Excellent communications skills (verbal and written)3. Knowledge on ITIL Framework and Terminologies4. Knowledge on Windows, Mac operating systems & VDI environments5.

Demonstrated problem solving capabilities6. Adhere to established Service Levels Agreements and ensure to follow up on the ticket in a timely manner7.

Flexible and Open to working in a 24x7 environment with rotating shifts and rotating weeks off including holidays8. Self-motivated achiever who gains satisfaction from providing excellent customer service9.

Awareness of basic networking concepts, DHCP, DNS, TCP / IP, VPN and technologies10. Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates11.

Provide standard applications support for applications including but not limited to : Outlook email, MS suite, O365, Zoom, Jabber, VPN, Browsers, etc.

12. Excellent organizational skills13. Continually develops and maintains technical skills to ensure high quality levels of technical support for end user14.

Knowledge in Password Resets, Account Lockouts, Connectivity issues (i.e., VPN, etc.), Endpoint security issues, Windows support, Outlook email support, Internet browser how to (Chrome, Explorer, etc.

Virtual Desktop, Collaboration (Teams, Webex, Zoom, etc.)15. Handling queries, Incident management, Processing service requests, Initiate IMACs, User account administration, including password resets, Knowledge management article updates, Call escalation managementCandidates currently working in BPO / BPS industry with similar experience are preferred.

Notice Period - immediate joiners preferred.Salary (negotiable) as per market standards