Administrator - Service Desk - Bengaluru, India - Microland

Microland

Verified Company

Bengaluru, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Additional details

Level

P2
Requirement location

India

Bengaluru
Number of Position
1
Employment type
ML
Cluster/Group
Microland Delivery
Business Unit
US
Department
Waste Management
Job Description:

Required Skill
Technology - End User Issues|Printer+Scanner+Outoook+MS Office+Applications
Process - IT Service Management|Service Desk
Process - IT Service Management|Incident Management

Details

Ability to comprehend end users from International locations over the phone
Recording, classifying and prioritizing tickets
Providing initial support and troubleshooting based on Knowledge Base articles
Contributing to Knowledge Base with new articles
Taking a remote of an end users 20 machine if required while troubleshooting
Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support
Monitoring the status and documenting the progress towards resolution of all open tickets
Keeping affected users informed about the progress.
Escalating the process if necessary
Resolution confirmation and closure of tickets within the SLA
Attend trainings and complete certifications for set competencies

Technical Skills

Ability to differentiate between different type of IT assets
Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
Troubleshooting Desktop/Application remotely
Ability to carry out Disk management, Disk Encryption, Wireless configuration
Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
Ability to troubleshoot calls for printers & copiers locally and remotely

Backup and Recovery:
(Required for Tech Support)

Technical understanding of native backup management tools & different types of backups
Ability to isolate system issues to back up job issues
Ability to provide SOP based support for configuring & troubleshooting backup related issues
Basic Networking (Protocols/OSI Layers/IP address)

Desired Skills: