Global Helpdesk Admin

PRINCIPLE ACCOUNTABILITY

• Creating incident cases, problem cases, change cases.
• Provide helpdesk support and resolve problems to the end user's satisfaction.
• Monitor and respond quickly and effectively to requests, issues, emails received to Helpdesk mailbox.
• Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority.
• Crisis/Major Incident Management.
• Application deployment, installation, and troubleshooting.
• Modify configurations, utilities, software default settings, etc. for the local workstation.
• Utilize and maintain the helpdesk Cases Tracking software (Customized Incident Management Tool on Manage Engine Service Desk Plus)
• Document internal procedures and publish Solutions.
• Assist with onboarding of new users (Locally and Globally)
• Applications, Phone system and Mobile Device Management.
• Local computer / desktop management
• Install, test, and configure new workstations, peripheral equipment, and software.
• Report issues to the Service Desk for escalation.
• Manage PC setup and deployment for new employees using standard hardware, images, and software.
• Users and Computers and group Management on Active Directory
• Perform timely workstation hardware and software upgrades as required.
• Should be ok to work 24 X 7 as a Helpdesk.
• Active Directory Account creation.
• Email account creation.
• Active Directory and application password reset.
• Coordination with vendor for various applications.
• Unix System monitoring and account management.
• System/Infrastructure monitoring and escalating issues to Corporate Teams
• Responsible to answer all calls coming to Helpdesk.

EDUCATION/EXPERIENCE

• Bachelor's degree in Information Systems, Business, or equivalent experience required
• Minimum 3 years experience in service desk management using ITIL standards and Service Now ticketing tool