Associate Consultant - Service Desk Job

YASH Technologies

Primary skills

2-4 years of call taking profile with core Help Desk Skills
Experienced in Incident Management
Basic Understanding of the Enterprise IT Infra set up
Basic knowledge on Active Directory.
2+ years’ experience supporting wide multiple versions of operating system
Basic 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 skills
Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
Fluent in English, in both oral and written communication
Good knowledge in Utility software technical knowledge such as Antivirus and others.
24x7 Rotational Shift, ability to work from office is preferred, location will be city with Yash Office. Desirable Skills
Able to understand the email flow issues internal & external
End-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 shifts
Remote troubleshooting Role and Responsibilities
Primary contact point for end users via phone/Chat/self-service tickets.
Qualify and Open tickets for remediation of events.
Triage Tickets to respective teams.
Regular update and follow up on tickets in the queue
Follow up tickets till closure.
Ability to manage a variety of technically complicated tasks effectively
Experience in Remote support and troubleshooting skills.
Understanding of Basics Hardware accessories / devices and peripherals
Should be flexible for rotational shifts
Excellent oral and written communications skills
Exposure in practicing ITIL standards for Infrastructure management Qualifications and Education Requirements
A Bachelor’s / master’s degree in computer engineering, Information Technology
ITIL V4 Foundation training or certification
Knowledge and experience using OS like windows, Mac and Linux
Working knowledge of MS Office (PPT, Excel, Word)
Candidates who are confident of clearing extensive Background verification till previous Organization only shall apply Preferred Skills
Certification – ITIL V4, Modern Desktop administrator (MD 103) Behavioral Attributes
Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets
Excellent problem solving / troubleshooting skills
Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations within stipulated time
Explains ideas clearly and logically to others and is attentive in interactions
Identifies the target audience for communication and carefully listens to their opinions and feedback
Ability to work in Teams