Job highlights

- Knowledge of Service-Now, Windows 11 OS, Citrix ICA client, AS400 Client Access, NexThink, Co-pilot

- Respond to service requests and incidents, manage tickets via Service-Now, provide remote diagnosis and solutions, handle user administration, escalate issues, and communicate IT service updates

Role : Service Desk

Location : Gurugram

Mode of work : 5 Days Onsite

Responsibilities

- Respond quickly to all service requests and incidents.

- Manage incidents and service requests reported over the phone, employee self-service tickets or in few cases e-mails:

- Recording, classifying and maintaining the integrity of data within the incident and service request recording system, Service-Now.

- Online diagnosis and investigation via remote access applications and providing quality information, providing solution and routing requests or issues to the appropriate support teams, as required.

- Assessing the impact and risk of incidents and timely escalation.

- Handling customer queries and resolving incidents which are within the scope of service desk using remote access software.

- Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.

- Provide basic user administration support i.e. network password re-sets, application password reset .

- Manage IT requests submitted by customers initial review and evaluation of the request,



allocation to the appropriate service provider, review of progress of the request and communication to customers.

- Relay information updates on IT service disruptions / outages to customers.

- Provide management information and reports on IT service trends.

- Constantly work towards technical skills enhancement and always work as a team player.

Technical

- Knowledge of Windows 11 OS, and virtual desktop interface.

- Familiar with Outlook 365, Exchange, SharePoint and other Microsoft applications.

- Working knowledge of Intranet and Internet applications.

- Knowledge of AS400 Client Access

- Citrix ICA client experience

- ITIL foundation certificate (added advantage, not mandatory).

- Knowledge of Cloud Computing, Office 365

- Knowledge of NexThink

- Knowledge on Co-pilot

Business / Interpersonal Skills

- Good listening skills

- Complaint management skills

- Flexible to work in shifts to cover multiple time zones.

- Fluent in English with excellent verbal and written communication skills.

- Proven commercial aptitude with good customer service skills

- Ability to multi-task, prioritise workload and work under pressure.

- Ability to adapt to continuously changing procedures and environment.

- Organised with good attention to detail.

- A positive can do will do’ attitude is essential.

- Team player with solid inter-personal skills.

📌 Service Desk Engineer (Gurugram)
🏢 ITC Infotech
📍 Gurugram