CDM Smith Looking for Senior Service Desk Specialist at Bengaluru, Karnataka Full Time

• Resolves end user software and hardware related incidents and service requests. Troubleshoots incidents using collaborative tools. Escalates and assigns incidents to other Information Technology (IT) staff members and ensures timely resolution of service requests. • As a member of this team, you would contribute to CDM Smith’s mission by: • Troubleshoots 2nd tier and escalated incidents from Service Desk staff, and desktop team through use of phone, email and collaborative tools. May provide initial troubleshooting of 3rd tier incidents. Resolves incidents that includes software applications errors, hardware failures and network issues. Documents incidents and requests for review with IT Managers. • Consults with other Service Desk IT staff on issue resolution and escalates service requests to appropriate IT groups or individuals as required. • Adds updated and removes obsolete documents and information stored in the IT Knowledge Management System. • Participates in IT meetings and group discussions related to service requests and active projects. • Follows direction of IT management to support major modifications to the global IT infrastructure and software environment as required. • Performs other duties as required.

Skills: • Strong interpersonal and customer relations skills. • Proficiency in written and verbal communications. • Expert organizational skills. • Advanced use of problem-solving techniques and systems analysis. • Experience with IT Service Management tools. • Advanced level knowledge of IT related hardware, Microsoft Office and Microsoft Windows operating systems. • Experience supporting wireless and wired networks and their inter-operation with computer systems. • Applies expert knowledge of business software applications to troubleshoot incidents.

Environmental Factors: • Normal office environment with extended exposure to computer screens. • May be required to lift objects up to 65 lbs.

Preferred Qualifications: • ServiceNow experience is a plus

Minimum Qualifications

Minimum Qualification: • Bachelor’s degree is required, preferably in Computer Science. • Experience: 5 plus years of related experience.

Assignment Category

Fulltime-Regular

Amount of Travel Required

0%

Background Check and Drug Testing Information

CDM Smith reserves the right to require background checks including criminal, employment, education, licensure, etc. as well as credit and motor vehicle when applicable for certain positions. In addition, CDM Smith may conduct drug testing for designated positions. Background checks are conducted after an offer of employment has been made in the United States. The timing of when background checks will be conducted on candidates for positions outside the United States will vary based on country statutory law but in no case, will the background check precede an interview. CDM Smith will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant’s criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate. In addition, during employment individuals may be required by CDM Smith or a CDM Smith client to successfully complete additional background checks, including motor vehicle record as well as drug testing.

Agency Disclaimer

All vendors must have a signed CDM Smith Placement Agreement from the CDM Smith Recruitment Center Manager to receive payment for your placement. Verbal or written commitments from any other member of the CDM Smith staff will not be considered binding terms. All unsolicited resumes sent to CDM Smith and any resume submitted to any employee outside of CDM Smith Recruiting Center Team (RCT) will be considered property of CDM Smith. CDM Smith will not be held liable to pay a placement fee.

Business Unit

COR

Group

COR

Employment Type

Regular