Description
We are seeking an experienced Service Desk Agent – Migration Support and Hypercare to join our team in India. The ideal candidate will have 5-8 years of experience in IT service desk support, with a focus on migration projects. This role will involve providing comprehensive support during the migration phase, ensuring user satisfaction and smooth transitions to new systems.
Responsibilities
- Provide first-level support for migration-related issues during the hypercare phase.
- Assist users with technical inquiries and troubleshooting during the migration process.
- Document user issues and resolutions in the ticketing system.
- Coordinate with other IT teams to ensure smooth migration and address any escalated issues.
- Conduct training sessions for end-users on new systems post-migration.
- Monitor system performance and user feedback to identify areas for improvement.
Skills and Qualifications
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
- Experience with ticketing systems such as ServiceNow or JIRA.
- Strong problem-solving skills and ability to troubleshoot technical issues.
- Excellent communication skills, both verbal and written.
- Familiarity with ITIL processes and service management concepts.
- Basic understanding of network protocols and system configurations.
