Job Description

L1- IT Service Desk Analyst- 24/7 Support

Client: Mann + Hummel

Location: Bangalore

Bachelor/ master's degree or equivalent experience. 1-2 years of experience with Service Desk, Service operations experience - IT Service desk experience Working hours - 247 (rotational including weekends)
Excellent communication, presentation, and customer handling skills. Service Now knowledge (preferred Mandatory). Respond to requests for service/ technical assistance in person, via phone and Tickets, Diagnose and resolve technical hardware and software issues. Research solutions using available information resources. Advice user on appropriate action. Follow standard service desk procedures. Log all service desk interactions with accuracy and no room for ambiguity. Identify and escalate solutions requiring urgent attention. Flair to troubleshoot over the phone. Escalates unresolved/out of scope ticket to level 2 or 3 support. Flexible, hardworking, team player, highly motivated person with proactive approach to work. Ability to work well under pressure and at a high work rate with multitasking. Deals effectively with dis-satisfied customers and takes action to exceed customer expectations. Well versed and exposure towards major incident management process. SME/ Acting shift lead in absence of a Leader, basic knowledge of reporting. Experience with and understanding of work in a multi-cultural environment and are fluent are

fluent English (Written and Verbal communication)

. Ability to perform multiple tasks, adjust quickly in short time frame with limited direct supervisions Resolve all Service Desk in-scope incidents and tasks as per the Standard Operating Procedure documents or KB articles Deliver customer focused culture within the team. Build and maintain effective relationships with key stakeholders ITIL V3 foundation (preferred). Basic process understanding especially around ITIL. Knowledge of ITIL disciplines such as Incident, Problem and Change Management Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practice MSCA: Windows 10 (preferred). Windows 10: excellent understanding of the OS and its functionalities to troubleshoot OS level issues. Active Directory: Good Knowledge on Active Directory. Office 365: Good understanding of O365site and architecture. CCNA is a plus. Network: LAN/ WAN/ Wireless in depth understanding of Network components and their functionalities. Understanding of VPN, IP Telephony and troubleshooting. Excellent knowledge of Workstation hardware troubleshooting laptop/ desktop, Good Knowledge of MDM and Support Mobile Device (IOS), basic understanding and
troubleshooting of iPhone. A+, N+ knowledge or certifications is a plus. Advanced troubleshooting and configuration issues. For ex:- printer, Basic understanding BAU applications .

SKILLS:

Operating Systems - Windows 10. Backup Systems - Assist users for OneDrive Backup / Synchronisation. Security Systems - CCTV, Access Controllers, Biometric Attendance. Network Systems - LAN, WAN, Routers, Switches, VPN, Access Points. Hardware Support - Server, Desktop, Laptop, Printer, Scanner. Email Configurations - Office 365, Outlook Web App, Outlook Mobile App. Video Conference Systems -Microsoft Teams, WebEx, Skype, Google Meet, etc. Remote Support via Any Desk / TeamViewer, Vendor Co-ordination.

ROLES AND RESPONSIBILITIES:

Installation, Upgradation and monitoring of IT software and hardware. Installation and Administration of Desktops, Laptops, Printers, Scanners. Monitoring and maintenance of Firewall, Switches, Access Points. Installation, Upgradation, and patch updates of Antivirus. Installation, Configuration of O365 - Support. Installation, Configuration of antivirus software in Laptops/Desktops. Monitoring and maintenance of Internet Service Provider links with P2P circuit and PRI lines. Video Conference support - MS Teams, WebEx, Skype, Google Meet, etc.
Job Types: Full-time, Permanent

Benefits:

Cell phone reimbursement Flexible schedule Health insurance Provident Fund
Work Location: In person

Job Types: Full-time, Permanent

Pay: ?500,000.00 - ?600,000.00 per year

Benefits:

Cell phone reimbursement Provident Fund
Work Location: In person