Sr. Service/ Help Desk consultant

• 5-8 years of call taking profile with core Help Desk Skills• Good documentation skills, knowledge on KB articles• Good Understanding of the Enterprise IT Infra set up• Good Knowledge on Active Directory.• Basic understanding of Applications such as Okta, Lotus notes, Salesforce, Minitab• 5+ years' experience supporting wide multiple versions of operating system• 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 skillsGood understanding in handling Microsoft office suite functionality and troubleshooting skills.Fluent in English, in both oral and written communicationGood knowledge in Utility software technical knowledge such as Antivirus and others.Desirable SkillsAble to understand the email flow issues internal & externalEnd-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 shiftsRemote troubleshooting.Role and ResponsibilitiesPrimary contact point for end users - Email and Web TicketsQualify and Open tickets for remediation of events.Troubleshooting of tickets before triaging to next level supportTriage Tickets to respective teams.Regular updates and follow-up on tickets in the queue• Follow up tickets till closure.• Create Knowledge Base Articles• Understanding of Basics Hardware accessoriesdevices and peripherals• Excellent oral and written communication skillsQualifications and Education Requirements• A Bachelor's master's degree in computer engineering, Information Technology• Knowledge and experience using OS• Working knowledge of MS Office (PPT, Excel, Word)Preferred SkillsCertification - ITIL V4Behavioral AttributesDemonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goalstargetsExcellent problem solving troubleshooting skillsDisplays awareness of customers' stated needs and gives priority to meeting and exceeding customer expectationswithin stipulated timeExplains ideas clearly and logically to others and is attentive in interactionsIdentifies the target audience for communication and carefully listens to their opinions and feedback.Ability to work in Teams.

Created: 2024-11-30