Job Accountabilities (duties and responsibilities):
- Provide technical L1, L2 & L3 hardware and software support for end users from support staff to top executive management
- Providing remote and face-to-face technical support to users of desktop, notebook, smartphone and tablet devices.
- Configuring & trouble shooting problem w.r.t Operating System, Office Applications
- Provide on-call support as required.
- Handling the VIP and escalation calls. Interacting with senior users to understand the requirements.
- Analysing and monitoring the day to day calls and guiding the junior team members accordingly.
- Train and assist with End User training on all systems.
- Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues
- Maintain trouble ticketing and defect tracking systems, and provide procedures and impose process structure, methods, discipline and standards.
- Create and maintain IT documentation relating to the Service Desk function (like a best practice)
- Make continual improvements to procedures and documentation
- Additional responsibilities as requested by the IT Manager
Skills Required (Knowledge and Skills):
- An understanding of ITIL processes and methodologies, Excellent communication & interpersonal skills,
- Experience with ticketing tool,
- 5+ years of experience in similar position, Advance troubleshooting & troubleshooting, Adaptability & Flexibility, Good experience with Microsoft products and database, MAC OS, IOS and Networking Knowledge.
Experience and Qualifications:-
- BE / B.Tech / B Sc-IT
- Preferred MCSA / M365:MDAA
