Service Desk

About the job
Role:- Service Desk

Experience:- 4 Years to 8 Years

Location:- Chennai

Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat
Willing to work in night shifts over prolonged period
Excellent written & spoken communication skills
Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation
Effectively manage length of calls, handle time, and after call work
Walk the customer through the problem-solving process
Determining the best solution based on the issue and details provided by customers
Provide accurate information on IT products or services
Good troubleshooting skills involving:

O Assisting users with password resets and account unlock for reported incidents and requests.

Performing remote troubleshooting through diagnostic techniques and pertinent questions
System boot issues and Microsoft Office related issues

O Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN

Providing support on technologies such as MFA, SCCM
Providing smartphone assistance for in home connectivity
Providing Apple, Android device support over the phone
Using specific tools to diagnose issues, make recommendations for resolution
Placing corporate phone orders through authorized vendor portals
Supporting hardware collection of terminated employees
Providing support through the technologies such as Nexthink, Controlup and App Volume Manager
Providing support to MacOs devices.

O Good working knowledge and experience in Active Directory (Add/Remove & Edit Users), Office 365, Jamf.

O Printer configuration and troubleshooting

Creating and updating the Knowledge base articles for the infrastructure support.