Associate Consultant - IT Service desk Job

Experience

Job Description

ROLE AND RESPONSIBILITIES:

•    Primary contact point for end users via phone/Chat/self-service tickets.
•    Qualify and Open tickets for remediation of events.
•    Triage Tickets to respective teams. 
•    Regular update and follow up on tickets in the queue
•    Follow up tickets till closure.
•    Ability to manage a variety of technically complicated tasks effectively
•    Experience in Remote support and troubleshooting skills.
•    Understanding of Basics Hardware accessories / devices and peripherals
•    Should be flexible for rotational shifts
•    Excellent oral and written communications skills
•    Exposure in practicing ITIL standards for Infrastructure management

BEHAVIORAL ATTRIBUTES:

•    Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets
•    Excellent problem solving / troubleshooting skills
•    Displays awareness of customers’ stated needs and gives priority to meeting and exceeding customer expectations
•    within stipulated time
•    Explains ideas clearly and logically to others and is attentive in interactions
•    Identifies the target audience for communication and carefully listens to their opinions and feedback
•    Ability to work in Teams

Required Technical/ Functional Competencies

PRIMARY SKILLS:

•    2-4 years of call taking profile with core Help Desk Skills 
•    Basic Understanding of the Enterprise IT Infra set up
•    Basic knowledge on Active Directory.
•    3+ years’ experience supporting wide multiple versions of operating system
•    Basic O365 Administration using Office365 Admin Console.
•    Strong writing and documentation skills a must including being able to train other Engineers as and when required.
•    Good knowledge on trouble shooting email client issues like Outlook.
•    Excellent Hardware and software troubleshooting skills
•    Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
•    Fluent in English, in both oral and written communication
•    Good knowledge in Utility software technical knowledge such as Antivirus and others.

DESIRABLE SKILLS:

•    Able to understand the email flow issues internal & external
•    End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.). 
•    Demonstrate a high level of customer relationship skills which includes email etiquette.
•    Good Communication skills, follow up skills, Willingness to work in rotational shifts
•    Good Communication skills follow up skills, Willingness to work in rotational shifts.
•    Remote troubleshooting

QUALIFICATIONS AND EDUCATION REQUIREMENTS:

•    A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology
•    ITIL V4 Foundation training or certification
•    Knowledge and experience using OS like windows, Mac and Linux
•    Working knowledge of MS Office (PPT, Excel, Word)

•Certification – ITIL V4, Modern Desktop administrator (MD 103)

Required Behavioral Competencies

Accountability:

• Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility:

• Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration:

• Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus:

• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication:

• Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

 Drives Results:

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.

Certifications