Key skills
Active DirectoryCommunication
About this role
Role Overview
- Provide technical assistance to our clients.
- They will be the first point of contact for the users who call our IT Service Desk.
- While providing the highest level of customer service, the Service Desk Engineer handles issues from incoming tickets, calls & chats.
- Tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion.
- The Service Desk Engineer escalates unresolved problem/issues/requests to the proper tier 2 support/advanced resolver teams.
- Troubleshooting basic end user issues on various software applications, hardware (Laptop, Desktop & Printer) and network systems.
Requirements
- 5-7 Years Must have Experience.
- Excellent Communication Skill.
- Strong Experience & background in Global Service Desk.
- Strong experience & Knowledge of ITIL Process.
- Strong experience & Knowledge of MIM.
- Active Directory-O365 is Required.