Service Desk Support

Opportunity for Service Desk Support with Global Leader in IT Services

Employment| Immediate

Expectations

• End to end Management of calls, Resolving L1 User issues, Proper reassignments
• Coordinating with users and resolving the incidents on time and follow up needed
• Ready to work in a 24/7 shift

Must Haves

• Handling calls, chat, email, and web request
• Validate the priority of the Incident and requests reported by the users and ensure the priority is given based on urgency and business impact
• Recording and tracking Incidents and requests
• First call resolution for Service Desk Resolvable issues
• Escalation/re-routing of L2/L3 tickets to the respective Resolver Groups
• Handling queries related to iPhone ordering through Tangoe or Verizon portal for US, London and Cologne locations
• Passcode reset in iOS devices through MDM application
• Enabling out of office settings through smart phones (GRC provided)
• Technical remote troubleshooting for the in-scope desktop/laptop, operating system, software and other applications
• Install & uninstall software and updates
• New user email activation for US, London and Cologne locations
• Activation of iPhone and wireless cards for US branches, London and Cologne location
• Placing replacement orders for in-warranty smart phones for US, London and Cologne locations
• Roaming issues related to smart phones and wireless air cards
• Resolving standard synchronization issues with user iPhone
• Support users for accessing encrypted emails in smart phones
• Enrollment issues - deleting additional iOS devices from the console
• Resolving Internet/Emails issues in GRC provided iPhone
• Enterprise wipe out of Lost/Stolen GRC provided iPhone
• As Incident Management function will not be available during weekend, SD team will follow the escalation matrix to alert the respective support teams for any user raised Critical incidents
• Resolving standard synchronization issues with user iPhone
• Support users for accessing encrypted emails in smart phones
• Enrollment issues - deleting additional iOS devices from the console
• Resolving Internet/Emails issues in GRC provided iPhone
• Enterprise wipe out of Lost/Stolen GRC provided iPhone
• As Incident Management function will not be available during weekend, SD team will follow the escalation matrix to alert the respective support teams for any user raised Critical incidents

Required Technical Skillset

• MS office
• Basics of O365
• L1 Desktop support

Relevant Experience (in Yrs)

• 2 years +

Considerations

• Employment
• Locations – Gandhinagar/Ahmedbhad
• Work from Office
• Monday to Friday working

Screening Criteria

• 2 Years + Service Desk Experience
• L1 Desktop support
• Ready to work in a 24/7 shift
• Familiar with MS Office
• Familiar with Basics of O365
• Available to work from office in Gandhinagar/Ahmedbhad
• Available to join within 2 weeks