Tech Mahindra Recruitment | Hiring Trainee – Service Desk | Upto 5.5 LPA
Qualifications
- Applicant must be a graduate.
- 1 year or more experience in similar role. (Technical Support/ Service desk/ Desktop Support etc)
- Experience on Desktop support, application support.
- Exposure on ITSM ticketing tools
- Willingness to work in 24/7 environment.
- Experience on ITSM tools.
- Understanding of Priority matrix & Escalation Matrix.
- Aware of KPI and SLAs
- Experience on Remote tools and troubleshooting.
- Working knowledge on Windows/MAC OS.
Roles & Responsibilities:-
Troubleshooting on Application Support (Off Shelf or Customized), Printers & MFDs, VPN software and Collaboration tools, Password Reset tools, MS Windows & Office, Desktops, Laptops, iPad Peripherals and Networking, Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
- Voice & Email technical Support to ensure closure as per ITIL Incident Management process.
- Follow-up/ update ticket for every call to ensure timely closure.
- Call ownership, drive to resolution and communication with customer.
- Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
- Proactive monitoring & Perform documented Escalation process.
- Working knowledge of Active directory, Multifactor authentication, Access requests for applications.
To apply for this job please visit www.naukri.com.
