Job Description

Desktop Support (Contract)


Bengaluru, KA, India (On-site)
Contract (3 months 29 days)
Published 17 hours ago
Problem Solving
Networking Fundamentals
Windows administration
Multi - tasking
Active Directory
: Desktop Support ? L2 (3 -6 years of Experience in Helpdesk/Technical Support/Desk side Support) Roles and Responsibilities: ? Answers incoming calls over phone email instant messages and assigned tickets from users. ? Routes incident / Issue to internal 2nd and 3rd level IT support staff depending on the priority. ? Act as a technical authority; provide expertise to both team members and clients. ? Log incoming customer communication take ownership of and work on support queries. ? Ensuring that documentation and job notes are kept up-to-date and accurate in ticketing tool. (Service Now) ? Escalating unresolved queries to the next level of support as per ITIL guideline. ? Provides hardware / software / network problem diagnosis & analyze and resolves faults ranging from a major system crash to a forgotten password. ? Provides remote desktop support for better understanding of the issues. ? Perform other activities based on SOPs (VPN Support /On Call Support / Weekend Support). ? Performs user account management activities & Escalating complex issue on priorities. ? Communicate technical information both verbal and written to a wide range of end-users. ? Manage and monitor internal assets for the project to ensure accurate inventory records. ? Ensure support tickets were escalated appropriately in line with ITIL SLA. ? Help the supervisors in identifying recurring problems & unresolved issues. ? Contribute to the process with continuous process improvements by providing process improvement idea. Personal & Technical skills required: ? Ability to demonstrate clear & confident communication skills both written and verbal with great phone etiquette. ? Excellent written and verbal communication skills. ? Must have Good knowledge on networking fundamentals. ? Excellent knowledge of Active Directory exchange mailbox DNS group policies domain controllers. ? Ability to deal with problems and technical issues in a friendly calm and reassuring manner. ? Excellent problem solving ability and having passion for IT and technology and a drive to help customers take advantage of new solutions. ? Ability in multi-tasking prioritizing and escalate accordingly. ? Windows XP to windows 10 advanced level. ? Office 2003 / 2007 / 2010 / 2013 to intermediate level. ? Working knowledge on Windows Server 2003 / 2008 administration. ? Strong understanding of NTFS and share permissions on previous & current Windows Server environments. ? ITIL certification /MCSE /CCNA will be Plus but not mandatory.