Service Desk Associate (Swing Shift)

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

• 3–6 yrs of experience
• Active Directory
• Hardware
• VMware
• Office 365
• Troubleshooting
• SQL Server
• B.Tech or B.E. or B.Sc or BCA