Walk - In||analyst - Service Desk ||microland||bangalore||

Microland's Infrastructure Management Service (IMS) is a time-tested and proven service offering focused on reducing your operational costs and ensuring maximized availability and performance of your IT. We have gained enormous process and operations maturity through a decade plus of experience in delivering onsite services to a host of customers across the globe. The experience gained from designing, building, and managing IT infrastructure solutions on heterogeneous platforms has been leveraged to provide this service to our global customer base

Job Description 

   
Please find the Venue details and JD for Analyst Service Desk role as below

Address:
MicroLand Limited
1B, Ecospace
Belandur, Outer Ring Road
Bangalore 560 103

Contact Person - Vinod / Leema Das

Time - 1.30 pm to 5.00 pm (Weekdays - Monday to Friday)

Analyst - Service Desk JD

Graduate in any degree or 3yrs Diploma in any stream after 12th .
Work Experience - No. of years 1 - 4 Years in Global Service Desk (International Voice Support)

Excellent communication skills and excellent listening skills- written and verbal
Should have basic technical understanding of native remote management (remote console) tools.
Concepts of Client OS Windows XP / Win 7 and common checks and comprehend common error messages
Outlook configuration / troubleshooting Exchange / SMTP / POP / Citrix client Installation / configuration
Knowledge on ITIL Framework and Terminolgies
Demonstrated problem solving capabilities
Basic knowledge - What is Active Directory
Additional skills / awareness on either SCOM or Lync will be an advantage
Installation, configuration of MS office suit (All Versions) Configuration and tweaking of Desktop Services MS Vulnerability assessment and Implementations
3rd party application configuration and troubleshooting
Knowledge of mobile devices and functionality (Blackberry / I-phone / other phones & PDAs used for corporate E-mail). Basic knowledge of Enterprise Activation, Wipe out handheld, Generating and resetting Enterprise Activation Password, Reset handheld
Configuration and troubleshooting of desktop, network, multi-function printers, scanners, copiers and other IT peripherals
Providing ticket number to user via phone, E-mail and Chat
Key in the appropriate and timely log notes in the ticket as and when there are findings / updates Updating users on the ticket progress Allocation to desk side support if desk side intervention required
Following up of ticket to closure Reduce Turnaround time and increase computing time
Generating new articles for Knowledge Base and publishing the same
Ability to adapt to internal/external factors affecting day-to-day operation
Attention to detail and have sound judgment
Ability to work under pressure
Possess high energy levels
Good planning and organizing skills
Knowledge of customer service principles and practices
Knowledge of Service Desk telephony and technology
Good team player

Roles & Responsibilities


Answering calls and emails of end users in a cordial, professional manner
Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled
Providing First-Call Resolution to issues faced by end users
Route/Assign tickets to the appropriate support group, if necessary.
Identify and escalate high-severity, priority issues
Updating Pending Tickets with timely, precise, accurate updates
Research/look-up required information from available resources to handle end user issues, requests or queries
Follow-up with end users, if necessary, for closure of pending tickets
Follow-up with other support groups, if necessary, for closure of pending tickets
Following-up with end-users for providing C-SAT feedbacks
Submitting KB Articles on a daily/weekly basis
Uploading the KB Article in Knowledgebase
Adhere to established Service Levels
Adhere to establishes policies & procedures of the Service Desk and the Client organization

Contact    

Vinod / Leema Das

Microland Limited

1B, Ecospace Outer Ring Road Bellandur

BANGALORE,Karnataka,India 560001

Telephone    

91-80-39180000