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SUPPORT SPECIALIST L1 – IT SERVICE DESK

SUPPORT SPECIALIST L1 – IT SERVICE DESK

ID 
2017-2408
# of Openings 
2
Job Locations 
IN-Gurgaon
Posted Date 
10/2/2017

More information about this job

Overview

Summary

 

IT Service Desk team act as Single Point of Contact (SPOC) for the end users support regarding all IT related topics of 1st Level Incidents/Requests by ITIL processes/tools within defined SLAs in a rotational shift model of 24/7. The team is located at Gurgaon and Chennai in India.

 

In comparison to the market standards, majority of IT Service Desk team performs only L0 Tasks e.g. Desktop Level Troubleshooting, Password Reset, etc.; however in SoftwareONE, we are performing all the L0 Tasks + also performs L1 Tasks (may be for some it’s L2 or L2.5 Tasks, depending upon their organizational structure), this includes IT-Infrastructure Tasks e.g. User Access Management of AD, Exchange, Lync/Skype for Business, ENTEO (similar to SCCM – Software Deployment Tool), Anti-Virus, VPN and Basic Network Monitoring and Business Applications e.g. Navision, MS CRM, Web Portal, MS Share Point, WebEx, Code42, FTP, etc. In other words, it can be also known as “Advance IT Service Desk”.

Responsibilities

Responsibilities:

  • Candidate will act as Single Point of Contact (SPOC) as a team for the end users for all IT-Service Desk related topics. This includes IT-Infrastructure and Business Applications e.g. Navision, MS CRM, Web Portal, MS Share Point, Code42, FTP, etc.
  • User Access Management tasks for AD (User Creation/Deletion/Modification). Similarly, for Exchange, Skype for Business, other Business Accounts, etc.
  • Software Deployment via ENTEO Tool.
  • Register and resolve all IT related 1st level incidents, requests.
  • Collection and documentation of best-practice/processes and other technical process.
  • Escalation of unresolved or non-1st level tickets to the 2nd level or 3rd level support.
  • Ensuring end user satisfaction by providing best in class customer services.

Experience: 

  • Support Specialist must have Bachelor degree i.e. BCA, B-Tech or relevant technical Degree or Diploma.
  • Should have minimum 2 years of proven experience in IT-Service Desk or 1st level support.
  • Very good communication skills and good command of written and spoken English. Other languages e.g. German, Spanish will be add-ons.

 

  • Strong knowledge in Windows 7/8/8.1 and MS Office client technologies is a must.
  • Knowledge and working experience of Best Practice concept ITIL/ITSM, certification will be add-on.
  • Very sound knowledge with IT Remote Support and tools e.g. LogMeIn In
  • Hands-on experience with Active Directory, User Creation/Deletion etc. Knowledge of Exchange and Lync Management Console, will be add-ons.

 

  • Hands-on experience end user applications e.g. MS Outlook, MS Lync, Anti-Virus, FTP, LAN/WAN, VPN, Citrix, OS/System troubleshooting
  • Good to have basic understanding of Cloud / Office 365 or initial operation support experience.

Personality:

  • Attitudes:
  • Aspiring, ambitious and motivated
  • Cooperative Team-Player
  • Flexible and agile
  • Hardworking and interested
  • Persistent and sustaining

Attributes:

  • Constructive and creative thinker
  • Ambitioned about details
  • Envisions the unseen
  • Goal oriented
  • Reliable and regular

 

 

Qualifications

Any Degree