Qualfon Looking for TECHNICIAN, HELPDESK at Remote

Qualfon; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated Helpdesk Technician to join their dynamic team. This role involves providing L1 support, ensuring efficient service desk operations, and developing best practices to enhance customer satisfaction. You'll coordinate with various IT teams to tackle complex technical issues while fostering a customer-centric culture. If you have a solid background in IT support, excellent communication skills, and a passion for problem-solving, this opportunity is perfect for you. Join a forward-thinking company that values innovation and continuous improvement in the IT service management field.

Qualifications

• 4-7 years of experience in L1 support or similar roles.
• ITIL certification or relevant certifications preferred.

Responsibilities

• Ensure the service desk meets SLAs and KPIs.
• Develop policies to enhance service delivery and customer satisfaction.
• Coordinate with IT teams to resolve complex issues.

Skills

L1 Support

ITIL

Service Desk Ticketing Systems

ITSM Tools

Active Directory

Citrix Troubleshooting

VPN Troubleshooting

Communication Skills

Analytical Skills

Education

B.Tech

Tools

Cisco AnyConnect

Job description

Posted On: Jun 20, 2023

Location: Remote, IN – Remote, IN

Company: Qualfon

Role Requirements

Desired Experience Profile:

• Proven experience as a L1-SUPPORT or similar role, preferably in an ITIL (Information Technology Infrastructure Library) environment.
• Familiarity with service desk ticketing systems and ITSM (IT Service Management) tools.
• Solid understanding of IT infrastructure and support processes, including hardware, software, networks, and security.
• Good knowledge of Active Directory, including account creation, DL creation, and shared mailbox creation.
• Good knowledge of Citrix environment and L1 troubleshooting of Citrix-related issues.
• Knowledge of VPN and VPN client (Cisco AnyConnect) and troubleshooting.
• Strong knowledge of IT service management frameworks and practices, including incident management, problem management, and change management.
• Experience handling bridge calls for P1 issues.
• Good experience working with different ticketing tools and effectively resolving issues over calls, chat, and Teams chat.
• Excellent communication and interpersonal skills, with the ability to effectively interact with end-users, stakeholders, and technical teams.
• Analytical and problem-solving abilities to identify root causes, trends, and patterns in service desk operations.
• ITIL certification or other relevant certifications would be a plus.

Role

Position: TECHNICIAN, HELPDESK (L1 support)

Experience: 4-7 years

Roles and Responsibilities

• Ensure the service desk operates efficiently and meets or exceeds established service level agreements (SLAs) and key performance indicators (KPIs).
• Develop and implement service desk policies, procedures, and best practices to enhance service delivery and customer satisfaction.
• Coordinate with other IT teams to resolve complex technical issues or escalations in a timely manner.
• Oversee incident management processes, including ticket triage, prioritization, and resolution.
• Develop and maintain knowledge base articles and self-help resources to facilitate efficient issue resolution and end-user empowerment.
• Collaborate with IT stakeholders to identify and address recurring or systemic IT issues, ensuring proactive problem management practices.
• Foster a customer-centric culture within the service desk team, promoting excellent customer service and continuous improvement.
• Provide L1 support and, if required, handle or manage the team.

Qualification/Experience

Qualifications:
1) B.Tech preferred or similar experience.

Willing to work in 11:30 PM to 8:30 AM IST shift timings.