Service Desk Administrator - Thiruvananthapuram, India - Alamy Images India Pvt. Ltd.

Description

The Service Desk team is the single point of contact between the Alamy IT Services team and the end users reporting issues and requiring technical assistance.

The service desk admin is responsible for overseeing the day-to-day activities of IT service-desk operations to ensure users and business teams receive the support they require.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Own change management and incident review meetings.
• Communicate with users to keep them informed of progress, impending changes, agreedon outages, and other such notifications.
• Incident Logging and Categorization.
• Proactive response to alerts and event through monitoring systems
• Maintain an accurate and uptodate log of each incident that is reported, including the category/type of incident.
• Followup for customer updates and record the information.
• Resolve the incident on the first call and restore service as quickly as possible whenever/wherever its applicable.
• React by rapidly escalating the issue, recruiting 2nd/3rdlevel support if needed and issuing timely communications and status updates to users/Incident Manger/to the business.
• Maintain technical documentation and service catalogue on the installation of software, the configuration of hardware.
• Report repeated incidents to the problem management team for root cause analysis.

• Proven experience years) as a help desk technician or other customer support role or tools is mandatory.
• Excellent time management aids and should be able to set priorities when covering multiple issues.
• Good understanding of computer systems, PC repair, and network management, remote support tools.
• Ability to deploy, configure, and support operating systems on desktops is a plus.
• Knowledge of AD, Remote Desktop Services, Office 365, Windows 10, etc. is preferred.
• Ability to diagnose and resolve basic technical issues is a plus.
• Basic knowledge of IT security.
• Organize and prioritize incidents based on the level of disruption that they cause.

• Passionate about Operational IT and how technical solutions add value to the business.
• Good written and spoken English and can confidently communicate with all areas of the business.
• Relishes the challenge of complex problem solving.
• Adaptable and willing to get involved in all tasks of the Service Desk.
• Has keen interest in new technologies.
• Customeroriented with the ability to handle different people personalities.
• Ability to clearly comprehend the issues being reported and understand the big picture for a timely resolution.

• Cell phone reimbursement
• Commuter assistance
• Flexible schedule
• Food provided
• Health insurance
• Internet reimbursement
• Leave encashment
• Life insurance
• Paid sick time
• Paid time off
• Provident Fund

• Weekend availability

• Day shift
• Evening shift
• Flexible shift
• Morning shift
• Night shift
• Rotational shift
• UK shift

• Thiruvananthapuram, Kerala: Reliably commute or planning to relocate before starting work (required)

• Technical support: 1 year (required)