Job Description

IT Service Desk - L1 Engineer Role And Responsibilities (Including, But Not Limited To) Act as a single point of contact for all modes of support such as phone calls, chat, web portal and emails from customers regarding their IT issues and queries Basic and intermediate level of understanding related to Incident, Service Requests, Work Orders, Major Incidents, Change Request, Knowledge Articles, Knowledge Base, Problem Management, Problem Record and Priority/Severity types response/resolution timelines, CMDB, CIs etc. Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. 1st and 2nd line support - troubleshooting of IT problems (in-house software to hardware, such as Laptops, PCs and Printers, IPhone, Exchange & Active Directory) Provide basic troubleshooting and support for MS Office applications used (Word, Excel, Outlook, PowerPoint, Visio & Project) Escalate unresolved calls to the appropriate support groups as per defined matrix and chase them until closure Take ownership of user IT issues and follow up the status of problems with respective work groups on behalf of the end user Communicate progress on Incidents and Service Requests in a timely manner back to the end user To maintain a high-degree of customer service for all support queries and adhere to all ITIL & ITSM principles Provide stats for the daily/weekly/monthly Service Desk report on call trends and other analysis Publishing support documentation to assist staff with requests for information & provide staff training if required Handling major incidents by coordinating with multiple teams An ITIL qualification (ITIL V3 and Edition 4) is preferable, but not essential Basic knowledge/awareness of Desktop Services, Networking, 0365, IT Security. MCP certification would be desirable Demonstrated Experience Excellent English communication skills (written and verbal) and telephone call handling etiquettes 1 to 2 years previous IT Service Desk experience required Incident Management experience (Managing incidents including business expectations and communication) Basic User & Security Group Active Directory administration Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 2010 Experience in using and troubleshooting Outlook (2010 and above) in a network environment (permissions, calendar sharing, delegation) Minimum Education: Graduate in Engineering or Science Behavioral Attributes Strong communication skills, both verbal and written (English language) Work well in team environments and be self-motivated/self-starter Strong listening skills and ability to innovate and brainstorm around business ideas and needs A self-motivated achiever who gains satisfaction from providing excellent customer service Flexibility to support migration issues on the go, without supervision, deal with ambiguity, self-motivated and results driven in 24*7 environment Able to derive results in an ambiguous setting and accomplish results in line with business needs

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