Strategic Talent Partner Hiring For sevice desk engineer at Hyderabad / Secunderabad Full Time

Required Skills: Good Written and Verbal skill via chat, phone, email (Must)

Possess a strong problem-solving skill.

ITIL knowledge of V3 or V4 (certification not mandatory)

Basic of MS Excel reporting

Remote support experience necessary

Ticketing tools knowledge (Tools like SNOW, BMC Remedy, Manage Engine, JIRA etc.)

Knowledge or Hands-on work experience with the following:

o Windows Operating systems

o Active Directory

o Office 365

o User account creation for Active Directory, Exchange Mailboxes, Distribution lists

o VPN and VDI

Role Specific responsibility

Dealing with incoming incidents/requests via in a professional, courteous manner over the phone/email & Chat. Taking ownership of incidents and managing them in a logical and methodical manner

To Analyse and resolve IT incidents with a varying degree of complexity.

Correctly logging incidents and request, categorising, and prioritising them in line with team incident management practices. Conducting full and thorough diagnostics with end users to enable first point of contact resolution

Ensuring all Incidents/Requests are progressed & cleared within SLA escalating to other internal and external teams as appropriate.

Managing Incidents/Requests through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.

Sharing knowledge with team colleagues and contributing to IT projects involving the service desk and having technical input when necessary.

Flair knowledge on technical troubleshooting by taking remote access of the user computers including troubleshooting of the hardware peripherals.

Handle voice calls of the user with minimal supervision while capturing the required information

Handle chats and email communication with the users and stakeholders.

Handle new user creation /deletion, create/revoke permission in Active Directory

Hands on experience in troubleshooting mail client, G-Suite, Microsoft office tools, outlook issue remotely.

Sharing of notification and other valuable communication in no time.

Flexible to work in shifts and extended hours.