Associate Consultant – IT Service Desk

YASH Technologies; Pune District; On-site; INR 300,000 - 500,000; Full time

Job summary

YASH Technologies in Pune is seeking IT Service Desk Professionals to serve as the first point of contact for end users. You will handle tickets via phone, chat or self-service and triage to appropriate teams, updating customers as issues progress.

The role requires 1-3 years of call-taking/Help Desk experience, strong English communication, and familiarity with ITIL processes. Shifts are rotational, and you will work within a collaborative, knowledge-sharing environment at YASH.

Qualifications

• 2-4 years of call taking profile with core Help Desk skills.
• Basic understanding of Enterprise IT infra.
• Basic knowledge of Active Directory.
• Experience with Windows, macOS and Linux OS.
• Experience with Office 365 Admin Console.
• Strong writing and documentation skills including training other engineers.
• Fluent in English, both spoken and written.
• Knowledge of antivirus and endpoint protection software.

Responsibilities

• Primary contact point for end users via phone/Chat/self-service tickets.
• Qualify and open tickets for remediation of events.
• Triage tickets to the respective teams and follow up until closure.
• Provide regular updates on tickets and maintain documentation.
• Support remote troubleshooting and hardware/software issues.

Skills

Call taking

Remote support

Active Directory

OS troubleshooting

Office 365 Admin

English fluency

Education

Bachelor's / Masters in Computer Engineering or IT

ITIL V4 Foundation

Microsoft MD-101/MD-102 certifications

Tools

MS Office

Job description

YASH Technologies is a leading technology integrator specializing in helping clients reimagine operating models, enhance competitiveness, optimize costs, foster exceptional stakeholder experiences, and drive business transformation.

At YASH, were a cluster of the brightest stars working with cutting-edge technologies. Our purpose is anchored in a single truth bringing real positive changes in an increasingly virtual world and it drives us beyond generational gaps and disruptions of the future.

We are looking forward to hire IT Service desk Professionals in the following areas :

Experience

1-3 Years

Job Description

ROLE AND RESPONSIBILITIES:

• Primary contact point for end users via phone/Chat/self-service tickets.
• Qualify and Open tickets for remediation of events.
• Triage Tickets to respective teams.
• Regular update and follow up on tickets in the queue
• Follow up tickets till closure.
• Ability to manage a variety of technically complicated tasks effectively
• Experience in Remote support and troubleshooting skills.
• Understanding of Basics Hardware accessories / devices and peripherals
• Should be flexible for rotational shifts
• Excellent oral and written communications skills
• Exposure in practicing ITIL standards for Infrastructure management

Behavioral Attributes

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets
• Excellent problem solving / troubleshooting skills
• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations within stipulated time
• Explains ideas clearly and logically to others and is attentive in interactions
• Identifies the target audience for communication and carefully listens to their opinions and feedback
• Ability to work in Teams

Primary Skills

Required Technical/ Functional Competencies

• 2-4 years of call taking profile with core Help Desk Skills
• Basic Understanding of the Enterprise IT Infra set up
• Basic knowledge on Active Directory.
• 3+ years experience supporting wide multiple versions of operating system
• Basic O365 Administration using Office365 Admin Console.
• Strong writing and documentation skills a must including being able to train other Engineers as and when required.
• Good knowledge on trouble shooting email client issues like Outlook.
• Excellent Hardware and software troubleshooting skills
• Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
• Fluent in English, in both oral and written communication
• Good knowledge in Utility software technical knowledge such as Antivirus and others.

Desirable Skills

• Able to understand the email flow issues internal & external
• End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).
• Demonstrate a high level of customer relationship skills which includes email etiquette.
• Good Communication skills, follow up skills, Willingness to work in rotational shifts
• Good Communication skills follow up skills, Willingness to work in rotational shifts.
• Remote troubleshooting

Qualifications And Education Requirements

• A Bachelors / Masters Degree in Computer Engineering, Information Technology
• ITIL V4 Foundation training or certification
• Knowledge and experience using OS like windows, Mac and Linux
• Working knowledge of MS Office (PPT, Excel, Word)
• Certification ITIL V4, Modern Desktop administrator (MD 103)

Accountability

Required Behavioral Competencies

• Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.

Agility

Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.

Collaboration

Participates in team activities and reaches out to others in team to achieve common goals.

Customer Focus

Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.

Communication

Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.

Drives Results

Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.

Certifications

• Service Desk: MD-101 (6 months post hiring), ITIL V4 Foundation
• Microsoft MD-102: Endpoint Administrator

At YASH, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. We leverage career-oriented skilling models and optimize our collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale.

Our Hyperlearning workplace is grounded upon four principles
Flexible work arrangements, Free spirit, and emotional positivity Agile self-determination, trust, transparency, and open collaboration YA