Talodyn Networks Private Limited Hiring For Help Desk Engineer, Hep desk analyst at Gurgaon / Gurugram Full Time

Exp : 5-7 Years

Experience in IT Asset Management

Excellent Communication Skill

Presentable

Location : Gurgaon

Immediate Joiners

Key Responsibilities

Respond quickly to all service requests and incidents.

Manage incidents and service requests reported over the phone,chat, employee self-service tickets or e-mails:

Recording, classifying and maintaining the integrity of data within the incident and service request recording system – ServiceNow.

Online diagnosis and investigation via remote access applications and providing quality information, providing solution and routing requests or issues to the appropriate support teams, as required.

Assessing the impact and risk of incidents and timely escalation.

Handling customer queries and resolving incidents which are within the scope of Service Desk using remote access software.

Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.

Provide technical support for VPN related queries and issues.

Manage IT requests submitted by customers initial review and evaluation of the request, allocation to the appropriate service provider, review of progress of the request and communication to customers.

Relay information updates on IT service disruptions / outages to customers.

Provide management information and reports on IT service trends.

Constantly work towards technical skills enhancement and always work as a team player.

Experience and Qualifications Required

Around 2-3 years of experience in similar kind of support role.

Good knowledge of Windows 10 OS, Office applications and virtual desktop interface.

Strong knowledge on VPN connectivity related issues

Familiar with Outlook 2010/2016, SharePoint 2010/2013 and other Microsoft applications for desktops and mobile devices.

Working knowledge of Intranet and Internet applications.

Knowledge of AS400 Client Access

Citrix ICA client experience

Knowledge of Cloud Computing, Office 365

ITIL foundation certificate (added advantage, not mandatory).

Business / Interpersonal Skills

Good listening skills

Flexible to work in shifts to cover multiple time zones.

Fluent in English with excellent verbal and written communication skills.

Ability to multi-task, prioritise workload and work under pressure.

Ability to adapt to continuously changing procedures and environment.

Organised with good attention to detail.

A positive can do will do attitude is essential.

Team player with strong inter-personal skills.

Mandarin/Japanese language skill would be an added advantage.

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