IT Service Delivery Tech II

Role:

Support and maintain all aspects of Information Technology Services including Operating system, Server, Networks, MS office, Email, Remote access, Software and local application. The primary Service Desk Analyst role is that of providing first level support through taking calls and handling the resulting incidents, using the incident management in line with the Service Desk objectives.

Job Type: Full Time

Experience:   1 to 2 years of IT Service Desk and/or BPO Tech Support experience required.

Qualification:

·          Diploma: Any specialization

·          UG: Any Graduate.

·          PG: Not Required.

Certifications:

·          ITIL Foundation certification preferred.

·          Certifications such as MCP/MCSE/MCITP including CompTIA A+, Network+ or CCNA preferred.

Job Responsibilities:

·          Act as a single point of contact for phone calls and emails from users regarding IT issues and queries.

·          Answering, logging and managing calls from internal users via phone and email.

·          Analyzes problems (both technical and operational) and arrive at permanent solutions.

·          Update and maintain the work log in the CRM tool(s).

·          Assists in the support of administrative computer-based applications.

·          Take ownership of user problems and follow up for fast resolution on behalf of the user and communicate progress in a timely manner.

·          To maintain a high degree of customer service for all support queries and adhere to all service management principles.

·          Document all the calls in the CRM software 100%.

·          Create solutions for the frequently occurring issues and add it to the Knowledge bank

·          Provide stats for the weekly Service Desk report on volume trends.