Quess IT Staffing Looking for IT Service Desk operations at Andhra Pradesh

Quess IT Staffing; Andhra Pradesh; On-site; INR 4,00,000 - 8,00,000; Full time

Job summary

Join a dynamic team at a leading IT staffing company, where you will oversee 24/7 IT Service Desk operations. This role is crucial in ensuring end users receive timely assistance and support for their technical needs. You will manage service requests, collaborate with IT teams, and provide hands-on support for Windows and Mac systems. With a focus on customer service and technical troubleshooting, you will play a vital role in enhancing user experience and operational efficiency. If you are passionate about technology and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 5-9 years of Service Desk experience supporting Windows and Mac computers.
• Experience supervising a technical support team in a collaborative environment.

Responsibilities

• Manage incoming calls to the Service Desk and ensure timely resolution of issues.
• Coordinate hands-on fixes at the desktop level and support Windows and Mac infrastructure.

Skills

Customer Service

Troubleshooting Skills

Communication Skills

Technical Knowledge of Workstation Applications

Team Management

Education

Graduate

Tools

ServiceNow

Microsoft Office

Office 365

One Drive

Microsoft Teams

Job description

About Us

“Magna Infotech, now Quess IT Staffing, is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names across industried. Quess IT Staffing is a division of Quess Corp Limited, India’s leading business services provider and largest domestic private sector employer. Quess Corp Limited is – ‘A Great Place to Work’ certified – a testament to our excellent culture, people, and processes.”

About Company

https://itstaffing.quesscorp.com/

Roles and Responsibility

Job Description

Position Summary

The role is to oversee the IT Service Desk operations 24*7 and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Service Desk functions. The person will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level. The candidate reports directly to the Service Desk Manager.

Essential Duties and Responsibilities

• Manage the processing of incoming calls to the Service Desk via ticketing tool, telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
• Follow up on open requests and ensure timely resolution within defined SLA
• Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
• Collaborate with IT teams to resolve issues as requested
• Support Windows and MacBook infrastructure
• Maintain and audit Active Directory users & computer accounts, access, and groups
• Provide end-user support with the following software:
• Web browsers (Chrome, Firefox, Safari and Chrome)
• Microsoft Office latest and legacy versions
• Outlook, One Drive, 0365 and Microsoft Teams
• Workstation Backup Software
• Applications Support:
• Complying with all internal processes and procedures (ISO 27001, QMS 9000, and various related documentation)

Additional Duties and responsibilities

• Track and analyze trends in Service Desk requests and generate statistical reports through Service Now
• Collaborate with other departments to identify and/or procure software for internal staff
• Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
• Routinely assess current environment against technology trends, making recommendations as appropriate
• Provide coverage for IT personnel as requested for absences, etc.

Minimal Qualifications

Graduate

Location

Hyderabad, India

Education

Experience

• 5-9 years of relevant Service Desk experience supporting workstation computers running on windows and Mac platforms
• Demonstrated progressive experience in the supervision of a technical support team
• Supporting an environment of at least 500+ employees
• Experience working in a team-oriented, collaborative environment

Skills

• Positive attitude, excellent work ethic, strong customer service and exceptionally strong troubleshooting skills
• Exceptional written and verbal communication skills
• Strong technical knowledge of workstation applications like MS Office, Office 365, One Drive, Microsoft Teams, etc.
• Demonstrated relationship management and performance management skills
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Motivating and mentoring team to keep up the overall performance.
• Working knowledge of ServiceNow administration would be preferred.

Desired Qualifications

• MCSA, MCSE, ITIL and other relevant IT certifications