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.