Service Desk Administrator

Key Responsibilities

• Log, verify customer details, and identify issues.
• Categorize and prioritize incidents.
• Create tickets in CRM tools like ServiceNow.
• Refer to Knowledge Base (KB) for workarounds or resolutions and attempt to resolve incidents.
• Reassign tickets to L2/L1.5 or other resolver groups if unresolved by L1.
• Route and chase tickets with other resolver groups.
• Record call trends and proactively identify outages.
• Perform callbacks for unreachable customers or customer requests.
• Highlight call/ticket trends to L1.5/Team Lead for outage confirmation.
• Create child tickets and tag them with problem tickets.
• Callback users to confirm resolution.
• Troubleshoot issues related to Outlook email, MS Office suite (Word, Excel, PowerPoint), WebEx, Jabber, Cisco AnyConnect VPN, Chrome, Safari, IE, Firefox, etc., as per scope document and SOW.
• Handle issues using Remote tools.
• Make recommendations for updates to the KB database.
• Provide 1st line technical support via phone, email, chat, and web.
• Maintain a high degree of customer service.
• Adhere to all service management principles.
• Take ownership of user problems and be proactive.
• Fulfill First Call Resolution (FCR) as per defined SLA in the SOW.
• Follow KEDBs, Wikis, SOPs, and SOWs while attempting to resolve incidents.

Requirements & Tech Stack

• IT Service Desk experience (0-3 years)
• Excellent troubleshooting skills for:
• O365
• VPN
• Skype
• Printer
• Active Directory
• MS-Office
• Understanding of Windows 7 & 10 operating systems.
• Assisting with configuring/troubleshooting of Software and Hardware.
• Experience working with ServiceNow to log, track, and close tickets.
• Experience in resolving IT issues via phone/email/chat.
• Excellent telephone etiquettes and customer service.
• Knowledge of Microsoft-based operating systems with emphasis on Windows X.
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation).
• Experience with Windows laptops, Mac books, Desktops, Multi-functional devices (MFD), Mobile & Tablets.
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel, and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Good understanding of infrastructure management processes.
• Understanding of ITIL framework.
• Proficient in English (Read + Write + Speak).

Qualifications

• Good communication (written & oral), presentation skills.
• Quick learner, self-initiated, team player.
• Open to work in shifts.
• Willingness to work in 9 x 5 support environment, including weekends and holidays.
• Excellent time management skills and ability to work under pressure.
• Continuous commitment to professional development.
• Strong interpersonal skills.
• Ability to work effectively in a dispersed team and individually.