LTIMindtree
Location
Chennai | India
Job description
KEY SKILLS: Service Desk, Windows, Active Directory, O365, and VPN EXP: 2-5 Years Notice Period : Immediate -30 days Location : Chennai / Bangalore / Hyderabad
The role requires providing phone, Email and chat support for end users for one of our prestigious client. This is an L1 role where the incumbent is expected to be aware about ITIL methodologies – Incident and Service Request. The role demands excellent communication skills – oral and written, good customer handling skills and excellent collaboration skills with ability to work in shift. Ideal candidate must be an experienced professional from same or similar field. He/She must possess good knowledge of Windows, Active Directory, O365, and VPN. The person will contribute towards achieving project deliverables (SLAs/KPIs/Improvements etc.). The ideal candidate must have hands on experience of resolving technical issues over the phone, chat and emails. L1 Technical Support • Handling all the Inbound calls, chat and emails in service desk • Handling Basic L1 queries from end users • Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures • Diagnose and quickly resolve a wide range of Windows applications issues • Good troubleshooting knowledge on internet and VPN issues • When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System • Install, upgrade, support and troubleshoot for printers & related computer hardware. • Knowledge of Citrix and VPN • Customize & configure desktop hardware to meet specifications and business standards • User account administration, i.e., account creation and management and password resets on Active Directory • Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries • Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool • Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications • Good understanding of computer systems, mobile devices and other tech products Customer Focus • Providing timely and accurate resolution of technical issues experienced by the Users. • Excellent communication skills. • Must be able to demonstrate a customer first approach to support • Identify and escalate severe issues which could cause production impact. • Natural aptitude for trouble shooting & problem solving • Have solid experience in a helpdesk or technical support environment Technical Skillset – Need to Know • Good knowledge of Active Directory • Citrix / VDI • O365 • Microsoft Windows • Mobile Operating Systems (Android/iOS) • Antivirus • SharePoint • Knowledge of Laptop/Desktop/Tablet issues • VPN Troubleshooting • Mobile Device ManagementJob tags
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