Associate Consultant - Service Desk Job

Primary skills • 2-4 years of call taking profile with core Help Desk Skills • Experienced in Incident Management • Basic Understanding of the Enterprise IT Infra set up • Basic knowledge on Active Directory. • 2+ years’ experience supporting wide multiple versions of operating system • Basic O365 Administration using Office365 Admin Console. • Strong writing and documentation skills a must including being able to train other Engineers as and when required. • Good knowledge on trouble shooting email client issues like Outlook. • Excellent Hardware and software troubleshooting skills • Good understanding in handling Microsoft office suite functionality and troubleshooting skills. • Fluent in English, in both oral and written communication • Good knowledge in Utility software technical knowledge such as Antivirus and others. • 24x7 Rotational Shift, ability to work from office is preferred, location will be city with Yash Office. Desirable Skills • Able to understand the email flow issues internal & external • End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.). • Demonstrate a high level of customer relationship skills which includes email etiquette. • Good Communication skills, follow up skills, Willingness to work in rotational shifts • Remote troubleshooting Role and Responsibilities • Primary contact point for end users via phone/Chat/self-service tickets. • Qualify and Open tickets for remediation of events. • Triage Tickets to respective teams. • Regular update and follow up on tickets in the queue • Follow up tickets till closure. • Ability to manage a variety of technically complicated tasks effectively • Experience in Remote support and troubleshooting skills. • Understanding of Basics Hardware accessories / devices and peripherals • Should be flexible for rotational shifts • Excellent oral and written communications skills • Exposure in practicing ITIL standards for Infrastructure management Qualifications and Education Requirements • A Bachelor’s / master’s degree in computer engineering, Information Technology • ITIL V4 Foundation training or certification • Knowledge and experience using OS like windows, Mac and Linux • Working knowledge of MS Office (PPT, Excel, Word) • Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply Preferred Skills • Certification – ITIL V4, Modern Desktop administrator (MD 103) Behavioral Attributes • Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets • Excellent problem solving / troubleshooting skills • Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations within stipulated time • Explains ideas clearly and logically to others and is attentive in interactions • Identifies the target audience for communication and carefully listens to their opinions and feedback • Ability to work in Teams