Quess IT Staffing (Formerly known as Magna Infotech) Hiring For SERVICE DESK at Hyderabad / S[...]

Quess IT Staffing (Formerly known as Magna Infotech); Hyderabad; On-site; INR 1,00,000 - 4,50,000; Full time

Job summary

Join a forward-thinking company as a key player in their Global Command Center! In this dynamic role, you will be the first point of contact for IT incidents and service requests, providing essential support to users worldwide. Your expertise in monitoring tools and ITIL frameworks will help ensure seamless operations and quick resolutions to issues. With opportunities to enhance your skills in a collaborative environment, this position is perfect for someone eager to thrive under pressure and contribute to a high-performing team. If you're ready to take your career to the next level in a supportive and fast-paced setting, this role is for you!

Qualifications

• 1-4 years experience in IT support roles, adept in dynamic environments.
• Strong knowledge of Microsoft Office, Active Directory, and networking.

Responsibilities

• Act as the point of contact for global IT incidents and service requests.
• Perform proactive monitoring of network, servers, and applications.

Skills

Effective Communication

Adaptability

Microsoft Office Support

Active Directory

VPN Knowledge

Network Security

ITIL Framework Understanding

Proactive Mindset

Tools

SolarWinds

Ticketing Platforms

Job description

Job Description

Acting as the single point of contact for Incidents and Service Requests reported by end-users Globally.
Helping users over Phone, Live Chat, Support Tickets, and Walk-ups to Global Command Center regarding IT Issues and queries.
Understanding of monitoring tools (SolarWinds or similar) and the likely impact alerts have on business. Performing pro-active monitoring of Network, Server, Applications, and Infrastructure.
Handle application-related incidents that are submitted via ticketing platform & via partner.
Understand and successfully resolve problems using knowledge base tools and techniques.
Resolving and escalating Incidents and Service Requests within agreed SLAs.
Accurately record and prioritize Incidents and Service Requests against their SLAs and resolution targets. Follow up on open tickets as per defined process.
Incident detection, analysis, notification, and escalation as per the business requirement.
Create, maintain, and review knowledge articles shared with all IT support teams.
Good understanding of ITIL Framework.

Skills Required

Must be able to communicate effectively, both verbally and in writing.
Must be able to quickly adapt and excel in dynamic situations. Ability to quickly understand and adapt to a complex and rapidly changing environment.
Good knowledge of supporting issues related to Microsoft Office applications, Active Directory, Distribution List, VPN, Network, Security, Collaboration Tools, etc.
Seeks opportunities to improve knowledge, skills, and performance and is receptive to constructive feedback.
Ability to be self-directed while working under tight deadlines; must be able to perform well under pressure.
Develops and maintains technical skills and understanding of 24*7 Global Command Center support environment.
Pro-active mindset, ability to learn in a 24*7 work environment.
Experience Level 1 to 4 Years in a team-oriented, collaborative environment.