Job Description

Primary Skillsü Graduate with Minimum 4+ years of experience in service Desk & deskside support role.ü Excellent communication and conversation skills in Englishü To provide 1 and 1.5 line technical support queries professionally and efficiently, maintaining a high degree of customer service via phone, email or chatü Good Knowledge of Incident, Change and Problem Managementü Good experience imaging and troubleshooting Desktop machines/ Laptopsü Manage Service Desk activities, including:o Owning overall responsibility for Incident and Service Request process handling on the Service Desko Liaise with the Service Managero Help with the development and issuance of Service Desk Operational Reportso Liaise with the designated Change lead as requestedü Logging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etcü Maintains awareness of developing technologies and their application.ü Detailed knowledge and experience in working across different clients and platforms.ü A technical understanding of the following:Ø Active/LDAP Directory/SecurityØ MS ApplicationsØ IntuneØ Installing of software using in house software catalogs or Microsoft online.ü Triage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priorityü Track the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanismü Analyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.ü Attend voice callsü Good Documentation skills on the technical, process,