KDNI - Associate Consultant - Service Desk

Job Description:

1. Tracking and responding to client inquiries and issues by monitoring ticket queues and handling emails.
2. Coordinating with technical, application support, and project teams to ensure timely completion of assigned tasks.
3. Handling escalations promptly and resolving them with careful oversight.
4. Knowledgeable in Azure Entra ID with hands-on experience in core user administration functions.
5. Basic knowledge of virtual machines, including user creation and security group setup within the VM environment.
6. Ensuring the best practices are followed by using ITIL frameworks
7. Skilled in evaluating service request urgency and maintaining SLA commitments.
8. Working knowledge of PowerShell, with the ability to execute commands and perform basic navigation
9. Basic understanding of the project management domain and strong hands-on experience in creating process documentation

Job Requirements:

1. 3-5yrs of experience in Service Desk or Help Center environment
2. ITIL foundation certified and knowledge on basics of Azure Fundamantals would be a value add
3. Good knowledge of Infrastructure Management frameworks, Service Management
4. Hands on ticketing tools like Service Now, Remedy, etc
5. Identifying critical and severe requests/incidents and able to manage them efficiently
6. Experience in Outage management and incident management
7. Flexible to work in rotational shifts
8. Excellent communication skills
9. Adaptive & quick learnerTracking and responding to client inquiries and issues by monitoring ticket queues and handling emails.
10. Coordinating with technical, application support, and project teams to ensure timely completion of assigned tasks.
11. Handling escalations promptly and resolving them with careful oversight.
12. Knowledgeable in Azure Entra ID with hands-on experience in core user administration functions.
13. Basic knowledge of virtual machines, including user creation and security group setup within the VM environment.
14. Ensuring the best practices are followed by using ITIL frameworks
15. Skilled in evaluating service request urgency and maintaining SLA commitments.
16. Working knowledge of PowerShell, with the ability to execute commands and perform basic navigation
17. Basic understanding of the project management domain and strong hands-on experience in creating process documentation

Desirable Requirement/Preferable but not mandatory:

Basic knowledge or hands on JIRA/Confluence

>> Qualification

• Post Graduate Degree from a Tier 1 / Tier 2 institute.
• Knowledge of Agile, Continuous Integration practices strongly preferred
• Knowledge of ITIL or similar IT best practice methodology
• Identifying critical and severe requests/incidents and able to manage them efficiently
• Experience in Outage management and incident management
• Sound knowledge on ITIL concepts (certification preferred)

• Experience or familiarity with Active directory Administration.

• Basic knowledge or hands on Atlassian products.