The Service Desk Specialist is responsible for managing the lifecycle, troubleshooting and resolution of incidents and requests for all our global business PC based applications and technologies The incumbent will be based at Bangalore and part of our global IT team.
- Principle Duties and Responsibilities
- Manages the lifecycle (ticket generation to closure) of all in-scope incidents and service requests in line with service tickets best practice ways of working.
- Work within a team environment across the enterprise
- Resolves incidents and fulfils service requests with high level of customer service.
- Prepare and maintain KDs for services in scope.
- Provide support, guidance & training to other IT staff when required.
- Participate in testing for introduction of new or improved services.
- Develop knowledge base and expertise around BU application/solution portfolio.
- Provides local hands on services for networks, servers, printer etc. as required.
- Knowledge, Skills and Abilities
- Sound expertise with windows-based desktop, hardware, software, networking and peripherals including, but not limited to, Microsoft o365 products, desktops, laptops, VPN, printers, video conferencing, telecommunications devices / monitoring tool including mobile devices, local area network, etc.
- Good knowledge of working with a Service Desk tool and IT processes
- Strong trouble shooting and analytical skills.
- Broad base of desktop tools and application run time environments (Java, C++, VB, etc).
- Take-charge individual with lots of energy & initiative. Provide ownership.
- Adept at understanding and learning multiple technologies.
- Excellent customer service skills and customer focus.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Must be highly self-motivated, self-directed, exhibit strong initiative and be attentive to detail.
- Good English verbal and written communication skills with the ability to present ideas in a user-friendly language.
- Flexibility to travel within defined region to support upgrades, maintenance, projects as required.
- Mandatory Education and Experience
- 3-5 years of experience in a related position in a corporate environment supporting global users
- BE/B.Tech in CS/IT or BCA/MCA/M.Sc.-IT in regular course from recognized university and institute
- Experience with Desktop, LAN and telecommunications devices including mobile devices
- Prior experience supporting executives and/or working in a professional environment
Preferred Education / Experience
