IT Service Desk Specialist

Proactive Search Systems

5 - 11 Years
1 Openings
Not Disclosed
Hyderabad
Face-to-Face interview

Key Skills

SCCM MobileIron IT Service Desk Executive Android Ios

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Job Description

Job description

Primary Role Responsibilities:

Field incoming interactions to the Service Desk via phone, Chat and self-service regarding computer related and mobile device related requests and issues.

During end user interactions, document all pertinent user information, requestissue details and troubleshooting steps taken in the ticketing tool.

Using company established rules, prioritize end user's requests and issues.

Using documented policies and procedures and IT management tools, troubleshoot and resolve the issuerequest or escalate to the appropriate group.

Communicate effectively with end users in all stages of the incident management process; including initial interaction, triage, escalation and status updates as requested.

Manage individual incident queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA.

Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users.

Participate in team projects that enhance the effectiveness of the Service Desk.

Skills and Qualifications:

Associate's Degree in Computer Science or other related field or years equivalent work experience.

Working knowledge of computer hardware and software.

Working knowledge of computer operating systems; including

Windows 7, Windows 10 and OS X.

Understanding of Active Directory, Exchange Management Console, SCCM, MobileIron, Citrix XenDesktop and Cisco VPN.

Understanding of mobile device support; including Android and iOS.

Interpersonal skills, with a focus on rapport-building, listening and questioning skills.

Proven customer service skills.

Exceptional written and verbal communication skills.

Other Requirements:

Effective in a team-oriented environment.

Ability to retain information and training quickly.

Highly self-motivated and directed.

Keen attention to detail.

Strong documentation skills.

Proven analytical and problem-solving abilities.

Punctual and

Experience
5 - 11 Years
No. of Openings
1
Education
Any Bachelor Degree
Role
IT Service Desk
Industry Type
IT-Hardware & Networking / IT-Software / Software Services
Gender
[ Male / Female ]
Job Country
India
Type of Job
Full Time
Work Location Type
Work from Office

About Proactive Search Systems

Proactive Search Systems, an organization which has been providing effective executive search solutions for middle and top management recruitment since 2010. Our search expertise spans a broad range of industries including Consumer, Manufacturing, Engineering, Healthcare and Pharmaceuticals, Media, Biotechnology, IT, Financial Services, Retail, Real Estate & Insurance to name a few. rnrnProactive was founded with the objective of identifying outstanding professionals for specific business requirements whose vision, energy, enthusiasm and skills set them apart. Since our inception in 2008, we have achieved a growing reputation for success in difficult or sensitive searches. Proactive follows a methodical process in its Executive Search Practice. Based on the given brief, we conduct a search for top notch candidates from its rich database, pre-screen the candidate, set up interviews at Proactive office or at the clients premises and continue the process till the client organization