Service Desk L1 Support

 
Location: Lincolnshire, Illinois
Posted On: 4/12/2017
Job Code: Service Desk L1 Supp
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Category:IT code:new HBR
 
Job Description
 
Title : Service Desk L1 Support
Location : Lincolnshire IL
Duration 6 Month(s) mission

Provide support in the following areas:
• Handling Trouble Tickets in the form of Calls/ Emails / Voice Mails
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Provide basic \ standard \ advanced problem resolutions
• Answering Basic “How to” user questions leveraging a knowledge base, job aides etc.
• Desktop/hardware Troubleshooting Skills/ Conceptual knowledge of Networking
• Knowledge of Standard MS applications
• Provide support on basic Networking issues - Knowledge of VPN/Wireless/Lotus notes, Remote Desktop, MS Exchange.

Critical
• Excellent Communication skills.(Written / Spoken Language – As per Region)
• Experience in Call Center Industry, Technical Help Desk / Service Desk
• Graduate in IT background with specialized courses in IT

MUST TO HAVE ( IInd Preference)
• Working knowledge on Active Directory
• Desktop/hardware Troubleshooting Skills/ Conceptual knowledge of Networking
• Knowledge of Standard MS applications

Desired Experience
• 1-2 years in Call Center Industry, Help Desk / Service Desk
• Graduate in IT background with specialized courses in IT
• Working knowledge in ITIL environment

Desired Attitude And Behaviour
• Open to work in shifts.
• Should be willing to learn under pressure situations
• Team Player, high in confidence
• Excellent Telephone manner and good customer service skills
• Excellent time management Skills. (Multi Tasking)
• Provide first level technical support for all systems, business services and applications supported by Client and used by the business units within the company through various interfaces
• Update technical and functional skills as the new technology is introduced
• Document incidents and service requests in the ticketing tool
• Analyze problems and initiating corrective actions as deemed by client processes and procedures
• Maintain ownership of the tickets until they are closed and update status
• Attend Team meetings
• Adherence to all Service levels defined
• Update Knowledge repository and participation in process improvement initiatives
Category:IT  code:new
 
 
Job Requirements
 
 
Active Directory, Networking , technical Support, VPN, Wireless, tcp/ip
 

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Contact Details
 
Recruiter
Gaurav Jadhav
 
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E-mail Address
 
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