Candidate should have worked as Service Desk/helpdesk/desktop support Engineer where supporting Global users is mandatory.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
Troubleshoot research, diagnose, document, and resolve technical issues surrounding Operating systems, MS Office applications, email, other special applications, Internet connections, and hardware/peripheral equipment
Should have working knowledge in any ticketing tools especially ServiceNow.
Should have quick learning and monitoring skills.
Knowledge in ITIL framework. Its best to have ITIL V4 certified professionals.
Knowledge in Information Security concepts aligning to ISO 27001 standards.
Documentation skills Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis.
Its must, to have a great fluency & communication skill in English with neutral accent which is highly required supporting Global Users.
What Would Be Nice To Have :
ITIL V4 certified professionals
Great with English proficiency in terms of communication, fluency, accent.
Prior experience in supporting Global users US, UK and Europe.