Senior Administrator - Service Desk (SD1)

Microland; Bengaluru; Presencial; INR 350 000 - 500 000; Tempo integral

Resumo da oferta

Microland in Bengaluru seeks an IT Helpdesk/Support Executive to handle user queries from international locations, provide initial troubleshooting, and maintain ticket SLAs. You will work with various IT assets, assist with printers, scanners, and office applications, and contribute to knowledge base updates.

The role may involve remote support and rotation shifts. Candidate should have a graduation in engineering or science, strong communication skills, and the ability to document issues and

Qualificações

• Education as stated: Any Graduate in Engineering or Science.
• Candidates should handle calls, emails and chats from users.
• Ability to work on rotational shifts may be required.

Responsabilidades

• Handle incoming calls, emails, and chat from the users.
• Comprehend end users from international locations over the phone.
• Record, classify and prioritize tickets.
• Provide initial support and troubleshooting based on Knowledge Base articles.
• Contribute to Knowledge Base with new articles.
• Take remote control of end-user machines when required.
• Route requests to appropriate support groups or third-party vendors.
• Monitor status and document progress towards resolution.
• Keep users informed about progress and escalate when necessary.
• Ensure ticket resolution within SLA and close tickets.

Conhecimentos

End User Support

Printer & Scanner

MS Office

Applications

Formação académica

Any Graduate (Engineering / Science)

Ferramentas

Windows OS

Email Clients

Remote Troubleshooting

Knowledge Base

Descrição da oferta de emprego

Education Qualification : Any Graduate (Engineering / Science)

Skills :

• Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 4 - Advanced
• Tertiary -> Behavioral | Aptitude | Communication | 2 - Knowledgeable
• Tertiary -> Behavioral | Aptitude | Information Processing | 3 - Experienced
• Tertiary -> Domain | IT in Banking | Customer Support | 3 - Experienced

1. Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift
2. Ability to comprehend end users from international locations over the phone
3. Recording, classifying and prioritizing tickets
4. Providing initial support and troubleshooting based on Knowledge Base articles
5. Contributing to Knowledge Base with new articles
6. Taking a remote of an end users machine if required while troubleshooting
7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support
8. Monitoring the status and documenting the progress towards resolution of all open tickets
9. Keeping affected users informed about the progress.
10. Escalating the process if necessary
11. Resolution confirmation and closure of tickets within the SLA
12. Attend trainings and complete certifications for set competencies

Technical Skills

1. Ability to differentiate between different type of IT assets
2. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
3. Understanding of desktop applications and how do they work, installation and uninstallation
4. Ability to support users in business applications based on SOP s
5. Troubleshooting Desktop/Application remotely
6. Ability to carry out Disk management, Disk Encryption, Wireless configuration
7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
8. Ability to Install and configure email client, troubleshoot connectivity issues
9. Ability to troubleshoot calls for printers and copiers locally and remotely

Desired Skills

• - Understanding of domain setup and ability to add / remove computers to domain (For MSP and Enterprise)