ITC Infotech - Service Desk Analyst - Ticketing Tools

JD : Responsibilities :

- Handle and resolved IT issues of Principal employees and contractors on phone /chat.

- Hands-on knowledge of Office 365 accounts and services.

- Hands-on knowledge of Ticketing tools : Jira & Service now.

- Attending Day-to-Day Calls to the Users Troubleshooting Hardware & Software.

- Possess strong interpersonal skills and the ability to work as an effective team player.

- Excellent knowledge of the most recent Windows operating systems and associated applications.

- Good communication is a must.

- Resolving incoming client and personnel IT queries remotely via email and phone, or at the office.

- Should possess knowledge on installing Windows OS on laptop or VM or CPC .

Qualifications :

- At least 3 years' experience in end-user support role.

- Strong understanding of various IT-Infrastructure systems like Virtual machines,Laptop networks,, etc.

- Strong understanding of IT-Infrastructure software and tools like OS, MS-Office, system console, etc.

- Strong understanding of IT-Infrastructure issues/ problems like link outages, system failures, etc.

- Good ability to multitask and simultaneously working on more than one tasks in hand.

- Ability to simultaneously monitor multiple system consoles and take appropriate observations/ actions.

- Ability to work in rotating shifts environment.

- Must be able to maintain accuracy and confidentiality.

- Skills/ experience in voice-based technical support.

- Skills/ experience on working with international users.

- Meticulous Approach, attention to detail.

- Advanced collaboration, communication, and interpersonal skills.

- Excellent organizational and time management skills.

- In-depth and current knowledge of computer programs and hardware.