Job Description

This opportunity is with LTIMindtree Ltd. for the position of Engineer - Service Desk Operations. The role requires to provide phone call support and tickets handling for the German users of one of our prestigious client. This is an L1 role where the incumbent is expected to be aware about ITIL methodologies - Incident, Service Request, Change and Problem. The role demands excellent communication skills - oral and written, good customer handling skills and excellent collaboration skills. The person will contribute towards effective resolution of the issues and fulfilment of the service requests. Ideal candidate must be an experienced professional from same or similar field. He/She must possess good knowledge of Windows, Active Directory, O365, Networking basics etc. The person will contribute towards achieving project deliverables (SLAs/KPIs/Improvements etc.). The ideal candidate must have hands on experience of resolving technical issues over the phone, chat and emails.
Note: C1 and above German Speaking proficiency
L1 Technical Support

• Handling all the Inbound calls and tickets in service desk

• Handling Basic L1 level queries from end users

• Diagnose and quickly resolve a wide range of Windows applications issues

• Basic troubleshooting knowledge for internet/LAN and WAN Connectivity issues

• When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System

• Remotely Install, upgrade, support and troubleshoot Windows OS and any other authorized desktop applications on Laptops/Desktops.

• Install, upgrade, support and troubleshoot for printers & related computer hardware.

• Performs general preventative maintenance tasks on computers, laptops & printers

• Customize & configure desktop hardware to meet specifications and business standards

• Email account administration, i.e., account creation and management and distribution lists on Office 365

• User account administration, i.e., account creation and management and password resets on Active Directory

• Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries

• Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool

• Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.

• Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications

Customer Focus

• Providing timely and accurate resolution of technical issues experienced by the Users.

• Excellent communication skills.

• Identify and escalate severe issues which could cause production impact.

Technical Skillset - Need to Know
*Networking Experience in LAN/WAN Environment
*Good knowledge of Active Directory
*Citrix
*O365
*Microsoft Windows
*Mobile Operating Systems (Android/iOS)
*Antivirus
Technical Skillset - Good to Know
*Knowledge of Infrastructure / Exchange / Server Technologies
*Virtualization / VMware /Cloud