Job Description

What You Will Do:

The IT Service Desk - Level 1 is part of a global team that provides first level resolution for technical infrastructure including laptops running Windows and Mac-OS, mobile devices, end-user applications, and services. Responsibilities include installing, diagnosing, repairing, maintaining, and upgrading hardware, software and IT services, troubleshooting problem areas in a timely and accurate fashion, and providing end-user assistance where required.

This position will be based in Pune, India. The position will be required to rotate shifts to cover 24x5.

We are looking for the right person who is driven to provide the best customer service. Professionalism and attention to detail are required.

The position will coordinate with Level 2 operations and engineering support to resolve incidents, and work directly with end users on their IT services to include resolution and improvement of services.

The ideal candidate has at least 2 years of experience in an IT service desk function in a global company in the technology sector, is passionate about providing service, maintains a profession and pleasant manner using proper customer service skills.

Responsibilities:

• Ensure end-to-end user experience and provides a single point of contact for users' incidents and requests.
• Provide timely resolution or escalation, communicating promptly progress and handling customers with a professional attitude. Log and track incidents and requests and follow up with other resources involved to ensure incidents are resolved, and request are fulfilled.
• Perform analysis, diagnosis, and resolution of complex problems for end users, and recommend and implement corrective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot users' workstations and related hardware and software in order to deliver the required service levels.
• Engage other IT resources to resolve incidents that are beyond the scope of their ability or responsibility.
• Document resolutions and update self-help and knowledge bases.
• Procure hardware / software and conduct assets management processes. Liaise with third-party support and equipment, software, and service vendors.
• Provide after-hours support as needed.
• Adhere to IT and company policies and follows procedures.
• Perform other duties as assigned.

• Ready to work under rotational 24X5 shifts
• Proficiency in documenting the process and reviewing time to time and updating with required changes and aligning the processes globally
• Focus on automation/writing KB articles for reoccurring issues/incidents

What You Bring to ForeScout:

• 2+ years of hands-on experience in an IT Support Tier 1 Help Desk position in a global company
• Associates Degree from an accredited college or university in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience
• ITIL foundation certified desired
• Superior customer service skills in dealing with employees at all levels, including executives
• Familiar with IT Service Management tools
• Experience with Jira Service Management preferred
• Extensive computer equipment support experience with Mac/PC and mobile devices iOS/Android/Windows
• Hands-on hardware troubleshooting experience; Working technical knowledge of current protocols, operating systems, and standards, including Windows and Mac OS, MS Office and other productivity tools
• Ability to conduct research into issues and products as required
• Strong written and oral communication skills; Ability to present ideas in user-friendly language; Effective interpersonal skills
• Analytical and problem-solving abilities, with keen attention to detail
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment

What ForeScout Offers You:

Strong product, good leadership, great culture, good people, diverse, great benefits, great compensation. If you have a good work ethic, are visible, lean in, you will be recognized. We are in growth mode and there are tons of opportunity. A positive attitude and being flexible to change goes a long way here at ForeScout!

• Competitive compensation and Benefits
• Collaborative and innovative environment - make an impact on worldwide security while working on the hottest technology.

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Forescout is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.