Job Description

Role and Responsibilities (Including, but not limited to)

• Act as a single point of contact for all modes of support such as phone calls, chat, web portal and emails from customers regarding their IT issues and queries
• Basic and intermediate level of understanding related to Incident, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs etc.
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, IPhone, Exchange & Active Directory)
• Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio & Project)
• Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closure
• Take ownership of user IT issues and follow up the status of problems with respective work groups on behalf of the end user
• Communicate progress on Incidents and Service Requests in a timely manner back to the end user

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Demonstrated Experience

• 3 to 5 years previous IT Service Desk experience required
• Incident Management experience (Managing incidents including business expectations and communication)
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2010
• Experience in using and troubleshooting Outlook (2010 and above) in a network environment (permissions, calendar sharing, delegation). Experience in handling escalated incident from L1 or L1.5 ITSD Support and provide subject matter expertise as well as floor walk support to Service Desk Engineers
• Minimum Education: Graduate in Engineering or Science. ITIL Foundation certification or exposure

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