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
Job Function
IT INFRASTRUCTURE SERVICES
Desired Skills
Office 365
Desired Candidate Profile
Qualifications : BACHELOR OF ENGINEERING
