<p>Job Summary:</p> <p>Service Desk Technician with strong interpersonal and technical skills to operate in an enterprise. The candidate will be part of 1st level technical support. Provide service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.</p> <p>Key Responsibilities:</p> <ul> <li>Day to day SLA Management for both voice and ticket metrics </li><li>Regular connects with team members, shift leads, and team leads. </li><li>Must drive on time deliverables of key operational reports and requirements. </li><li>Regular connects and support enablement to ensure productivity of team members. </li><li>Must drive knowledge management, quality and RDS teams. </li><li>Should be able to work under tight deadlines. </li><li>Practical work experience in Service Desk/ Tech Support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc. </li><li>Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite. </li><li>Intermediate knowledge of T/S Small Forms (iOS, Android, Windows). </li><li>Experience of working within a busy Service Desk environment, showing experience of systems, support, diagnostic and resolution. </li></ul> <p>Required Knowledge, Skills, and Abilities:</p> <ul> <li>Experience in customer service and support best practices </li><li>Intermediate knowledge of popular operating systems, software applications, and remote connection systems </li><li>Basic knowledge of office automation products and computer peripherals, like printers and scanners </li><li>Basic networking and VPN knowledge </li><li>Demonstrated capability to learn and adapt to new situations and requirements in a dynamic environment </li><li>Excellent verbal, written, and interpersonal communication skills, including the ability to communicate effectively and build consensus with teams across organizational lines, including business leaders/managers, administrators, and operators. </li><li>Experience with IT ticketing tools and incident management systems </li><li>Required to sit for long periods of time with limited physical exertion, while using standard office equipment in typical office environment. </li><li>Ability to use near and distant vision to focus on computer screen for majority of the workday </li><li>Ability to bend, lift, twist, pull and push boxes and packages to perform duties related to handling and setup of computer hardware, servers, etc. </li></ul> <p>Education:</p> <ul> <li>Technical or vocational education </li><li>Junior college/two-year training </li><li>Four-year college education in: Computer Science, MIS, Operations Research, Math, or related experience </li></ul>