Service Desk Technician

Responsibilities:-

• Provide second and third level support to end-users
• Should be comfortable with time zones shift timings
• Maintain computer hardware, software, and perform upgrades
• Assist users on computer/printer/network-connectivity issues
• Conduct day-to-day operation of all PCs and peripherals, whether stand-alone or network
• Respond to enquiries and ensure that SLA’s are maintained
• Act as a technical point of reference for first level support.
• Gather information to anticipate and alleviate potential problems
• Work with team and other peers to develop and maintain formal procedures and policies for consistency and increased productivity
• Assist with the implementation, documentation and administration of service-focused solutions
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
• Develop a customer care philosophy to ensure client satisfaction
• Analyze help desk performance through various statistical and reporting methods
• Maintain an up to date repository of service related information
• Keep abreast of changes to existing supported systems and of new systems installed
• Consistently display excellent interpersonal skills and customer focus
• Work after hours for on-call, maintenance windows and other requirements
• Work independently as well as part of a team

 Qualifications:-
Knowledge:-

• B.Tech/B.E. – Computers, Electronics/Telecommunication, B.Sc – Computers, Electronics, BCA – Computers or equivalent combination of education, training or work experience
• A++ Certification or Microsoft Certification is beneficial
• ITIL V3 Certification preferred

Experience:-

• Minimum 5 years of relevant experience
• Any previous experience with IT Technical service desktop support or administration
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft systems (Windows 10 & O365)
• Any customer related work experience

 Skills:-

• Excellent communication skills both written and oral (Neutral Accent)
• Superior phone skills
• Good understanding of technology policies and processes
• Strong technical knowledge of personal computers and network systems
• Win 10, 0365, MFA, Global protect, Microsoft technologies
• Sound knowledge of the Microsoft Office application suite
• Sound knowledge of Windows OS
• Exposure and knowledge about Network basics i.e. Lam & WAN etc.
• Basic Active Directory knowledge (creating user accounts, reset passwords, creating user groups etc.)
• Excellent customer focused service delivery skills
• Excellent organization, negotiation and planning skills
• Demonstrated ability to learn new concepts
• Strong attention to detail
• Ability to work under pressure and meet tight deadlines
• Demonstrated initiative, follow-through and flexibility to respond to changing requirements
• Self-motivated team player able to work with minimal supervision
• Strong analytical skills and troubleshooting method

Location:-

• Gurgaon, Haryana.

Company Overview:-

Our organization is passionately committed to the pursuit of a better world through positive change. We embrace your visions as our own and partner with you to develop better ideas that are smarter, more efficient, and innovative. Our global network of 9,000 professionals work on the world’s toughest challenges. Our corporate roots extend back more than a hundred years, and our experience spans over 150 countries around the world in the metals, energy, infrastructure, digital, and investments market sectors.