Job Title:

Sr. Technical Representative, Global Service Desk

Job Description

Job Description: “Specialist, Global Service Desk” – Remote Desktop Support Engineer

IT Service Management (ITSM)

Function: IT Global Service Desk (Location GGN / WAH)

Roles & Responsibilities:

Initial assessment of reported incident or service request at HelpdeskProvides support for basic incidents reported via email, ticket or phoneFollow triage for High Severity Incidents and start Sev1/2 ticketHand over the all Sev1/2 incidents to Systems Availability Manager / BRCResolve basic incidents and requests regarding the use of application software products and/or infrastructure componentsCollect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed. Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibilityAsking questions about the problem and explaining possible solutions Dealing with common or basic technical issues Taking remote desktop to diagnose the root cause and provide fixUsing automated diagnostic programs to solve network problemsUpdating knowledge bases with details of common problemsUsing helpdesk software to log calls with descriptions of issues, progress and solutionsAdhere to response & resolution SLA’s

Desired Skills:

Excellent verbal and written communication skillsWorking experience on BMC Remedy toolShould be willing to work in shifts (24*7)Overall, should be a good team player with willingness to learn and drive to achieve. ITIL certification (added advantage).Knowledge of SolarWinds monitoring tool (added advantage)Working experience into remote support tool (added advantage)Window OS & desktop troubleshooting knowledge

Qualification:

Graduate with Diploma/Certificate in Information Technology Regular degree/diploma in Information Technology, B.E, B. Tech, BCA / MCA, BSCIT (would be given preference)

Certifications & SpecializationsITIL V3 / ITIL AdvancedCertifications in network i.e., CCNA - Cisco Certified Network Associate, CCNP - Cisco Certified Network Professional, CCIE - Cisco Certified Internetwork Expert (would be given preference)

Experience:

3 to 5 years in industry2 years’ working experience in IT Service Desk / Helpdesk

Level & Compensation:

Band as per legal entity title

Location:

IND Gurugram SP Info City-Towers A & B

Language Requirements:

Time Type:

Full time

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