SERVICE DESK-SERVICE DESK

• Excellent verbal and written communication skills with email etiquette and customer service skills.
• 2+ years of experience in handling end-user calls, Incidents/service requests, and application Break fixes.
• Experience with VDI, AD, O365, VPN, OneDrive, User device management & authentication issues.
• Working experience on the latest RDP tools (TV, LogMeIn, Bomgar) and Ticketing tools (ITSM, SNOW, JIRA)
• Preferable - ITIL best practices around ServiceDesk, Incident & Request Management procedures.
• Ability to notify and escalate the issues based on the Severity.
• Have worked with international customers and technical support.
• Flexible for 24x7 rotational shifts and not ready to work from the office.
• Proper phone etiquette, including using client verbiage and positive positioning.
• Collaborate with other support teams, as well as system administrators and other IT departments, to address complex technical challenges
  • Participate in team meetings and share insights to improve overall support effectiveness

Troubleshoot simple issues including password resets, basic network, and application issues and apply first call resolution (FCR) using Knowledge Base for simple issues

• . Exhibit flexibility and adaptability and have strong interpersonal and communication skills

• 2. Knowledge of ITIL and implementation aspect of the same.

• 3. Knowledge of Quality Standards and practicality of same

• 4. Practice Quality/ISO/ITIL standards

• 5. Build Great level of confidence and analytical skills among QAs

6. Support the operations team (if needed) on day-to-day operations