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Administrator - Service Desk


Microland


Location

Pune | India


Job description

Additional details

Level



Required Skill
Technology - End User Issues|Printer+Scanner+Outoook+MS Office+Applications
Process - IT Service Management|Service Desk
Process - IT Service Management|Incident Management

Details

  1. Ability to comprehend end users from International locations over the phone
  2. Recording, classifying and prioritizing tickets
  3. Providing initial support and troubleshooting based on Knowledge Base articles
  4. Contributing to Knowledge Base with new articles
  5. Taking a remote of an end users 20 machine if required while troubleshooting
  6. Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support
  7. Monitoring the status and documenting the progress towards resolution of all open tickets
  8. Keeping affected users informed about the progress.
  9. Escalating the process if necessary
  10. Resolution confirmation and closure of tickets within the SLA
  11. 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


  1. Troubleshooting Desktop/Application remotely
  2. Ability to carry out Disk management, Disk Encryption, Wireless configuration
  3. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP

  4. Ability to troubleshoot calls for printers & copiers locally and remotely
    Backup and Recovery: (Required for Tech Support)

  5. Technical understanding of native backup management tools & different types of backups
  6. Ability to isolate system issues to back up job issues
  7. Ability to provide SOP based support for configuring & troubleshooting backup related issues
  8. Basic Networking (Protocols/OSI Layers/IP address)
  9. Desired Skills:




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