Job Detail

Qualification

any degree

Job description

REQUIRED QUALIFICATIONS: To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. · Degree \ Diploma in computer science or related field · Strong experience in supporting Windows \ MAC operating system, Core endpoint Applications, hardware and peripherals and mobile device · Basic troubleshooting knowledge on Mobile device knowledge (Intune) · Awareness of AD\ Azure fundamentals \ MFA \O365 · Strong troubleshooting and problem-solving skills · Ability to write detailed reports and procedures · Ability to work under pressure · Excellent oral and written communication skills in the English language. · Awareness of ITIL \ Service Now

Desired Profile

Service desk to be single point of contact for all IT tickets · Global support contact for IT services and application first level support · Handle IT Helpdesk phone calls · Create incidents \SR and provide first level resolution on desktop hardware, software and applications · Provide Live Chat support · First level triage and resolution off incidence has per knowledge repositories or soaps available in addition to baseline troubleshooting skills of level one agent · Resource requires basic application troubleshooting skills that are agnostics to application [application base access troubleshooting) · Create knowledge base articles has required to enhance ability on the team · Escalation of Incidents to higher support tiers as needed per OLA/SLA. · Coordinate with level 2(desk side, applications and infra support teams) · Communicate with multicultural and global user base over phone, email and chat in English language. · Maintain compliance with Verint operational ,ITSM and security procedures · Leverage Verint provided ITSM tools ( Service Now) · Participate in weekly staff meetings and training sessions as needed · Participate in shift transition efforts to ensure seamless handling of support activities

Key Skills