IT helpdesk (Service desk support, ITIL)

This opportunity is with LTM for the position of Engineer Service Desk Operations The role requires providing phone ESS tickets and chat support for the end users for one of our prestigious client This is an L1 role where the incumbent is expected to be aware about ITIL methodologies Incident Service Request Change and Problem The role demands excellent communication skills oral and written good customer handling skills and excellent collaboration skills with ability to work in shift 24X7 The person will contribute towards effective resolution of the issues Ideal candidate must be an experienced professional from same or similar field He/she must possess good knowledge of Windows Active Directory O365 VDI Networking basics etc The person will contribute towards achieving project deliverables SLAs KPIs Improvements etc The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails

L1 Technical Support

Handling all the Inbound calls chat and emails in service desk

Handling Basic L1 level queries from end users

Diagnose and quickly resolve a wide range of Windows applications issues

Basic troubleshooting knowledge for internet LAN WAN Connectivity issues and VPN issues

When the restoration is beyond the scope of the support escalate the issue problem to appropriate resolver group using IT Ticketing System

Install upgrade support and troubleshoot for printers related computer hardware

Performs general preventative maintenance tasks on computers laptops printers

Customize configure desktop hardware to meet specifications and business standards

Email account administration ie account creation and management and distribution lists on Office 365

User account administration ie account creation and management and password resets on Active Directory

Familiarize end users on basic software hardware and peripheral device operation and solve basic queries

Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool

Configuring iPad iPhones Android for the users to enable them check emails and be connected on the go

Basic knowledge of Networking Virtualization Outlook Windows Mac OS Web Based and Installable applications

Strong knowledge on MFA configuration

Customer Focus

Providing timely and accurate resolution of technical issues experienced by the Users

Excellent communication skills

Identify and escalate severe issues which could cause production impact

Technical Skillset Need to Know

Networking Experience in LANWAN Environment

Good knowledge of Active Directory

Citrix

O365

Microsoft Windows

Mobile Operating Systems Android iOS

Antivirus

SharePoint

Knowledge of Laptop Desktop Tablet issues

VPN Troubleshooting Cisco VPN

MFA

Technical Skillset Good to Know

Knowledge of Infrastructure Exchange Server Technologies

Virtualization VMware Cloud Azure

Hands on experience working in Service Now ticketing tool