IT Service Operations Specialist

Job Description:

Summary:

Experienced IT Service Desk professional with a strong focus on providing first-level voice and email support for incidents and tasks, ensuring timely resolution within SLAs. Skilled in desktop/laptop setup, maintenance, and software deployment, as well as managing end-user accounts during onboarding and offboarding processes. Committed to maintaining a 98.9% SLA resolution rate, collaborating with Level 2 and Level 3 teams for escalations and advanced support, and adhering to ITIL best practices for efficient service delivery.

Roles & Responsibilities:

Provide First level of voice and email support for all IT ServiceDesk Incidents and tasks and resolve them with in SLA and if required can escalate and clearly communicate the problems to next level
Maintain SLA of 98.9% in resolving incidents
Build/Deploy/maintain desktops/laptops with required operating systems and other application software’s as per business request
Ensure all end user computing devices are up to date with Anti-virus and scheduled to run weekly scans
On boarding and off boarding user accounts
Collaborate with multiple Level2 and Level 3 functional teams for any additional technical help or any required trainings and follow-ups
Follow ITIL processes and procedures

Experience & Exposure Requirements:

Candidate should have relevant of Minimum 4 years of experience as IT specialist in supporting global users IT incidents/requests over phone/email/chat with user base of minimum 1000.
Have supported and maintained IT desktop infrastructure support for minimum of 500+ user base.
Strong knowledge in deploying/maintaining/troubleshooting windows 10 and windows server 2012 operating systems.
Strong hold on managing user mailboxes in On-Prem Exchange servers and Office 365 administration on cloud
Professional in managing user accounts and administration of different ACL’s /Security groups in Active Directory
Strong exposure in troubleshooting networking skills ( LAN/WAN/Wi-fi) and VPN client connectivity( Cisco any connect/Open VPN/Aws)
Strong understanding of Antivirus, spyware and malware detection and prevention methods
Hands on experience in DNS, DHCP, File server, print server, FTP, VDI, Citrix, Intune autopilot
Hands on install/Configure/Troubleshoot any windows based software applications and hardware configurations
Have worked on ServiceNow Incident management and Service Request modules
Good at writing technical knowledge base documents/articles

Essential Skills / Competencies:

Excellent written and spoken skills
Strong experience in managing Windows 8.1/10
Managing accounts and groups in Active Directory
Strong knowledge in Exchange server and O365
MS office 2013/2016/O365
MacAfee
Ticketing system (Service now)
Hardware knowledge about Laptops & Desktops
LAN/Wifi/Wan
DNS, DHCP
File and Print Server,

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!