TECHNICIAN, HELPDESK (L1 support)
Experience: 4-7 years
Work Location- India (Remote)
Roles and Responsibilities-
•Ensure the service desk operates efficiently and meets or exceeds established service level
agreements (SLAs) and key performance indicators (KPIs).
•Develop and implement service desk policies, procedures, and best practices to enhance service
delivery and customer satisfaction.
•Coordinate with other IT teams to resolve complex technical issues or escalations in a timely
manner.
•Oversee incident management processes, including ticket triage, prioritization, and resolution.
•Develop and maintain knowledge base articles and self-help resources to facilitate efficient issue
resolution and end-user empowerment.
•Collaborate with IT stakeholders to identify and address recurring or systemic IT issues,
ensuring proactive problem management practices.
• Foster a customer-centric culture within the service desk team, promoting excellent customer
service and continuous improvement.
•Provide L1- support and if required handle or manage the team.
Desired Experience Profile
• Proven experience as a L1-SUPPORT or similar role, preferably in an ITIL (Information Technology Infrastructure Library) environment.
• Familiarity with service desk ticketing systems and ITSM (IT Service Management) tools.
• Solid understanding of IT infrastructure and support processes, including hardware, software,
networks, and security.
• Good knowledge of active directory. Account creation, DL Creation, shared mailbox creation.
• Good knowledge of Citrix environment. L1 troubleshooting of Citrix related issues.
• Knowledge of VPN and VPN client (Cisco AnyConnect) and troubleshooting.
• Strong knowledge of IT service management frameworks and practices, including incident
management, problem management, and change management.
• Good and strong knowledge of Active directory and how to handle P1 – Critical issue.
• Experience of how to handle the bridge call for P1 issues.
• Good experience to work on different ticketing tools and how to handle issues on remote
effectively over calls, chat and Teams chat.
• Strong knowledge of IT service management frameworks and practices, including incident
management, problem management, and change management.
• Good Team player and actively participate and ready to learn new processes every day .
• Familiarity with service desk ticketing systems and ITSM (IT Service Management) tools.
• Solid understanding of IT infrastructure and support processes, including hardware, software,
networks, and security.
• Excellent communication and interpersonal skills, with the ability to effectively interact with
end-users, stakeholders, and technical teams.
• Analytical and problem-solving abilities to identify root causes, trends, and patterns in service
desk operations.
• ITIL certification or other relevant certifications would be a plus
Bachelor Degree
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