- At least 3 years of previous IT Service Desk experience
- Proficient in English communication and should have experience is taking calls to support 24*7 basis to customers located in US, Europe.
- Responsible to provide remote support to all desktop infrastructure relates requests or incidents for users remotely
- Work experience in ITSM ticketing tool, tracking and closure
- Incident Management experience Managing incidents including business expectations and communication, should have experience in Major Incident Call handling
- Should have knowledge on Active Directory, should be able to manage ID creation, ID management, Password reset
- Exposure in remote connecting tool
- Basic Desktop Troubleshooting Experience on Hardware and Software
- Robust knowledge of Microsoft based operating systems (Windows 7)
- Microsoft based Office 365 applications
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
- Look out for areas of improvement to help enhance user experience from desktop support perspective.
- Should be flexible to work in any shifts/Weekends
- Knowledge on Customer satisfaction and handing customer experience
- Should have experience in installing approved software remotely
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
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