Position Overview The Service Desk Technician is responsible for resolving IT tickets that have been submitted by users across the global organization Additionally they take phone calls from users across all shifts from all sites globally as well as from users who may be outside of the sites The Service Desk Technician is responsible for providing all Tier 1 support to users and escalating as appropriate any tickets that require Tier 3 level support This support includes systems networks and various IT processes Primary Responsibilities Monitors and processes user requests submitted to the IT ticketing system by following the IT Procedure Manual Completion and closure of all tickets processed and full documentation of the change in the IT ticketing system Answers inbound phone calls from global users at the IT Service Desk across all shifts to include opening a ticket on behalf of the user if one hasn t been opened processing the request according to the IT Procedure Manual ensuring the user is satisfied with the change and documenting the change in the IT ticketing system and closing the ticket Provides 1st level technical support by gathering and documenting requests using IT support procedures Must maintain accurate documentation of requests and follow escalation procedures Troubleshoot workstations peripherals and software in accordance with IT work instructions standards best practices and security requirements Maintains develops work instructions for support maintenance and installation of workstations Ensures all software license tracking is accurate including keeping track of inventory of company system assets Ensures all DATAMARK systems have valid software licensing Is actively involved in opportunities to learn new technologies and processes Is actively involved in improving processes and procedures in order to improve IT efficiency within the organization Provides end user training for applications policies and procedures that the IT department is responsible for Reacts to change productively and handles other essential tasks as assigned by the IT Manager Minimum Qualifications Education Requirements Minimum 3-year Degree Diploma Professional Degree Preferred Field Experience At least 2 years of experience in the IT field Requirements Must be able to document and communicate work instructions clearly Must demonstrate excellent English communication skills with minimal accent Ability to multitask with various high priority requests Valuable Working knowledge of Windows 7 and 10 Centralized antivirus systems Microsoft Windows Systems Update Services PC Hardware Imaging Software MS Office Knowledge of smart phones configuration and support preferred Capable of lifting 40 lbs to help rack servers and move PCs Candidate must be comfortable with rotational shifts incl night and work from office Thane

📌 Service Desk Technician (Maharashtra)
🏢 Datamark (Mexico)
📍 Maharashtra