Service Desk

Technical Requirements

· Technical Service Desk Tier 1/2 Teams & Network Monitoring and other infrastructure services experience is necessary.

· Ability to work in a 24/7 environment

· Excellent customer handling skills

· Knowledge of ServiceNow, queue management etc.

· Resolve issue remotley

· Disciplined, systematic problem solving skills required

· L1/L2 work experience with the following:

o Clients: Windows 10, Windows 8, Windows 7, Citrix, End Point Security, ITSM, application services, etc.

o Knowledge of Active Directory, Exchange 2003/2007, o365

o ITSM ticketing tools such as Remedy & SNOW

o Hands on experience of Active Directory, Exchange Mailboxes, Distribution lists

o Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

o MS Office Suite (2010,2013,2016, o365): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Teams

Additional Advantages

· Has knowledge of Windows Administration like basic Windows troubleshooting, understands and troubleshoots CPU, IO and utilization.

· Has knowledge of Web Servers, IIS, knows how to reset IIS, stop a web site, reads IIS log files for errors, etc.

· Has knowledge of basic level of scripting knowledge like VBScript

· Has knowledge of basic level of web technologies like HTML and JavaScript.

· Has knowledge of Aptean products, installation folder, services, and components.

· Has knowledge of Administration activities of Aptean products.

· Has knowledge of raising tickets with Aptean for any Level 3.

Soft Skills

· Excellent communication and conversation skills (Verbal and Written)

· Good documentation skills

· Should have a great customer handling skills

· Able to handle unforeseen situations

· High level of acceptance

· Can drive Client’s value and its methodology

Other Skills / Experience

· Ability to learn new information quickly

· Ability to integrate as a cross-functional, team player

· Personal dedication to providing high quality, superior service

· Customer Focus

· Teamwork

· Technical Expertise

· Interpersonal Effectiveness

· Concern for Order and Quality

Years of Experience

· Total: 2 - 3 years’ experience in Help Desk, Information Management, or Customer Service delivery field

Certification requirements

· Preferred MCP/MSCE/MSCA or HDI CSS

· ITIL knowledge of V3 or V4 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements

· Bachelors / Masters / Equivalent

Job type: Contract Division: eTeam Workforce Limited Reference: 22-05502