Technical Associate - Service Desk
Genpact
Hyderabad, India
1d ago

Responsibilities

Certain responsibilities related to Level 1 Service Desk Support are identified briefly below :

  • 24x7 Level 1 IT Service Desk support through Phone, Chat, Email, Voicemail & Web (Self-service)
  • Provide Incident, query and service request management and monitoring (incl. escalation)
  • Initial remote desktop support, user access management, password reset, Windows and OS support, etc.
  • Review and Maintain internal Service Desk Support / knowledge Base
  • Implement and Maintain self-service / self-help resources and services
  • Report on known outage and service impacts
  • Qualifications

    Minimum qualifications

  • College diploma or university degree in the field of computer science.
  • Relevant work experience
  • Preferred qualifications

  • Good communication skills
  • Familiar with ITIL framework.
  • Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.
  • Beginning to intermediate knowledge of installation and troubleshooting of the following software suites : Adobe, Microsoft Office and other productivity suites.
  • Expertise in Active Directory administration, including creation of domain / exchange accounts.
  • Excellent troubleshooting skills.
  • Good interpersonal skills and attention to customer service.
  • Ability to work effectively in a fast-paced environment.
  • Ability to communicate effectively.
  • Ability to effectively prioritize incidents and service requests.
  • Ability to work in flexible hours based on business demands and on-call support in off business hours and on weekends, as necessary.
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