Desired Competencies (Technical/Behavioral Competency)
Must-Have
Strong communication skills to handle global customers
Prior Service Desk Experience
Strong technical knowledge of information technology systems and infrastructure
Knowledge of MS office/O365
Basic knowledge of L1 troubleshooting
Basic understanding of Network components
Categorize and record reported queries and provide solutions
Acting as a point of contact to support service users and customers
Monitor issues from start to resolution
Escalate, if needed, unresolved problems to a higher level of support
Provide essential online security advice and support 24x7 rotational shifts
Being accountable for resolving the incidents via workaround or permanent fix
Ensuring assigned reports are maintained and up-to-date
Knowledge of ITIL framework
Practical Knowledge of an ITSM tool
Good-to-Have
Understanding of Incidents, mitigation, and incident response frameworks
Experienced in communicating with senior management and executives
Knowledge of relevant laws and regulations related to incident response and data privacy
Ability to stay calm under pressure and make sound decisions in crisis situations
Basic knowledge of Ivanti Service Manager tool.
Knowledge of Active Directory
Knowledge of SCCM
