Service Desk Technician - Gurgaon, India - Ankura

Ankura
Ankura
Verified Company
Gurgaon, India

1 week ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description
Ankura is a team of excellence founded on innovation and growth.


Responsibilities:


  • Provide remote Tier 1 support and utilize a ticket tracking system to document all incidents and service requests.
  • Address any tickets assigned by management or other technical teams in a timely manner.
  • Serve as the initial point of contact for customers to report technical issues and answer questions regarding upgrades, installations, and other software/hardware/network issues.
  • Accurately diagnose technical issues, gather, and document relevant information, and perform preliminary research using all available resources, including Ankura's Knowledge Base.
  • Clearly and thoroughly document all work performed in our ticket management system and track incidents through to resolution/escalation.
  • Achieve metrics in support of service level agreements, client satisfaction surveys, and incident/request resolution.
  • Manage stock levels of IT equipment and supplies at the Gurgaon office, coordinating and working with local Operations/Office Services teams.
  • Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to IT leaders in a timely manner.
  • Work with and provide support for various teams—including infrastructure/networking and security—to identify and resolve problems.
  • Participate in and contribute to team meetings and suggest improvements.
  • Maintain current knowledge of relevant technologies.

Requirements:


  • Bachelor's degree is preferred. Experience can be considered in lieu of a degree.
  • 3+ years of experience in a handson support role.
  • Analytical, resultsorientated problem solver.
  • Strong communication, multitasking, and customer service skills.
  • Willingness to work onsite X days per week from our Gurgaon, India office.
  • Demonstrable working knowledge of Windows 10/11 in a Hybrid Active Directory environment.
  • Experience resolving printer and conferencing equipment issues. Fundamental understanding of networking and related protocols, Active Directory management, Group Policy management, NTFS and Share permissions.
  • Microsoft, A+ or other relevant certifications.
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