Service Desk Associate (Day Shift)
MumbaiFull-time3–6 yrsPosted over a month ago
Mid-level IT support role at GIA (Gemological Institute of America) in Mumbai. Needs 3+ years and a B.Tech, B.E. or B.Sc.
About the role
The role responds to complex user problems, queries and complaints, diagnoses them by engaging users and troubleshooting, and resolves them through timely fault rectification or appropriate escalation.
What you'll do
- Receive, log, triage and classify incidents and service requests, setting category
- Respond to complex user problems, queries and complaints across the supported estate
- Resolve user problems effectively through timely fault rectification, or escalate the problem where resolution sits outside the role's scope or authority
- Keep the user informed at agreed intervals through to closure, and confirm the issue is resolved with the user before the ticket is closed
- Support priority and major incidents by tracking progress, maintaining an accurate incident record and timeline
What you need
- Active Directory
- Hardware
- VMware
- Office 365
- Troubleshooting
- SQL Server