Helpdesk Associate : ITIL

Service Desk Associate : English
India : Bengaluru, working from office
Competitive Salary and BenefitsRole OverviewThe Service Desk Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes and procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.Role ResponsibilitiesManages customer interactions and records reported issues in the ITSM
Identifies issues, apply fixes and investigate root causes using internal instructions.
Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e:mail
Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on:line system problems are resolved in an accurate and timely manner
Key Skills
Ideally University education, preferably technical degree, or Microsoft certifications
Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications
Experience of providing Hybrid (Office and Remote) IT support is an advantage
Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
Good communication and customer service skills
Fluency in English language
Flexibility to work shifts if required
Benefits
Our people are the most critical component of our long:term success and their health and wellbeing are our priority.
You will enjoy a comprehensive, locally competitive benefits package
Working for a top 5 company in the industry worldwide
Company culture focused on the employee wellbeing
The opportunity to grow a career in Monitoring/Infrastructure
Learning and Development platforms

Job Type: Permanent