Service Mac - SD

• 2-3 years of Voice based Service desk work experience in a business environment.
• Address technical issues through Phone, E-mail, ESS, Voicemail, Chat and remote access.
• To liaison between various teams such as change management, incident management and implementation, in accordance with schedules.
• Must have knowledge in Support the following technologies: Office 365 - Office suite, Windows 7, Windows 10 desktops, laptops, printers, networked copiers, NIC's, basic LAN/WAN connectivity and others as assigned.
• Basic installation troubleshooting knowledge on Windows 2012 and above server Operating system.
• Technical skills related to Desktop Patch management, Software Installation and Basic Networking skills.
• Knowledge on Installation, configuration and maintenance of regular updates of Antivirus.
• Knowledge on domain and local system policies and group policies
• Knowledge and Technical expertise on Work group/Domain/DNS /DHCP/AD/Exchange/O365.
• Managing the complete Ticketing workflow
• Assisting the Manager in IT Infrastructure projects
• Basic Knowledge on the Network Infrastructure
• Management of all Major Incidents in a shift
• Knowledge on service operational reviews, ensuring SLA, KPI and other data/information is provided and assist with such reviews
• Monitor adherence to SLAs - quality and timelines
• Knowledge on Citrix - VDI environment
• Basic Scripting knowledge
• Business and technical writing skills would be an added advantage.
• Create SOP's, Process Documentation and create Knowledge Documents.
• Should work in cohesion with Team and streamline the process gaps/ If any.
• Capable of handling onsite leadership escalations and also customer's escalations / feedbacks.
• An excellent problem solver with strong analytical skills.
• Optimize and automate daily operations
• Active participation in hiring process (Interview and share feedback) for the selected candidates
• People management and Team Building.
• Experience providing superior customer service and support.
• Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the IT Services and infrastructure.

Experience:

• Excellent working knowledge with a range of 2 to 4 years in IT Operations/Service Desk/User Help desk support with a good understanding of Microsoft products [Outlook, Windows OS, installation procedures, troubleshooting knowledge in Microsoft office suite/O365] and administration of user accounts and access rights.

Key Competencies:

• Help Desk profile with strong Analytical, Logical and Communication Skills (written, oral, one to one etc.).
• Professional, Innovative, Drive for continuous improvement, Positive attitude, proactively provides solutions.
• Strong customer service and support focus with a desire to deliver a high quality customer focused service
• Lead and prioritize the IT team's work load
• Build and maintain effective working relationships with IT team and Internal Business Units
• Optimize and automate daily operations

Soft Skills:

• Excellent Communication Skills (Verbal/Written).
• Should have good knowledge on new technologies
• A logical thinker.
• An excellent problem solver with strong analytical skills.