- 2-3 years of Voice based Service desk work experience in a business environment.
- Address technical issues through Phone, E-mail, ESS, Voicemail, Chat and remote access.
- To liaison between various teams such as change management, incident management and implementation, in accordance with schedules.
- Must have knowledge in Support the following technologies: Office 365 - Office suite, Windows 7, Windows 10 desktops, laptops, printers, networked copiers, NIC's, basic LAN/WAN connectivity and others as assigned.
- Basic installation troubleshooting knowledge on Windows 2012 and above server Operating system.
- Technical skills related to Desktop Patch management, Software Installation and Basic Networking skills.
- Knowledge on Installation, configuration and maintenance of regular updates of Antivirus.
- Knowledge on domain and local system policies and group policies
- Knowledge and Technical expertise on Work group/Domain/DNS /DHCP/AD/Exchange/O365.
- Managing the complete Ticketing workflow
- Assisting the Manager in IT Infrastructure projects
- Basic Knowledge on the Network Infrastructure
- Management of all Major Incidents in a shift
- Knowledge on service operational reviews, ensuring SLA, KPI and other data/information is provided and assist with such reviews
- Monitor adherence to SLAs - quality and timelines
- Knowledge on Citrix - VDI environment
- Basic Scripting knowledge
- Business and technical writing skills would be an added advantage.
- Create SOP's, Process Documentation and create Knowledge Documents.
- Should work in cohesion with Team and streamline the process gaps/ If any.




- Capable of handling onsite leadership escalations and also customer's escalations / feedbacks.
- An excellent problem solver with robust analytical skills.
- Optimize and automate daily operations
- Active participation in hiring process (Interview and share feedback) for the selected candidates
- People management and Team Building.
- Experience providing superior customer service and support.
- Experience working effectively in a team environment, communicating effectively, resolving issues efficiently, and contributing to the improvement of the IT Services and infrastructure.

Experience:

- Excellent working knowledge with a range of 2 to 4 years in IT Operations/Service Desk/User Help desk support with a good understanding of Microsoft products [Outlook, Windows OS, installation procedures, troubleshooting knowledge in Microsoft office suite/O365] and administration of user accounts and access rights.

Key Competencies:

- Help Desk profile with strong Analytical, Logical and Communication Skills (written, oral, one to one etc.).
- Professional, Innovative, Drive for continuous improvement, Positive attitude, proactively provides solutions.
- Strong customer service and support focus with a desire to deliver a high quality customer focused service
- Lead and prioritize the IT team's work load
- Build and maintain effective working relationships with IT team and Internal Business Units
- Optimize and automate daily operations

Soft Skills:

- Excellent Communication Skills (Verbal/Written).
- Should have good knowledge on new technologies
- A logical thinker.
- An excellent problem solver with strong analytical skills.

Skills: Incident Management, Service Desk Support, Networking, Office 365

Experience: 2.00-4.00 Years

📌 Service Mac - SD (Bengaluru)
🏢 Alp Consulting
📍 Bengaluru