Technical Support – Service Desk

Job Description:

Candidates with good English speaking and written skills and keen to work with End User Support team to deliver user positive experience to enterprise users while they deal with technology in their organization, help them improve productivity, and consult/coach them to adopt new technology/enhancements.

Job Responsibilities:

• Provide technical resolution to users of an enterprise organization to enable them to work effectively
• Data analysis to identify improvement areas
• Drive improvement plans along with delivery teams
• Create knowledge content technicians to resolve issues faster while supporting a user
• Develop user guides to enable users to assist themselves and eliminate the need to contact support
• Support service desk delivery teams to execute effectively
• Prepare presentations/slideware for different audiences like client, internal teams, sales, leadership, etc.
• Provide inputs to create automation utilities for sequential step troubleshooting, service request fulfillment
• Test automations before they can be deployed to production
• Learn existing and new offerings of ITSM tools
• Recommend new feature adoption for ITSM’s used by delivery teams
• Work extensively on excel reports for data analysis, SIP’s, Project tracking, etc.
• Participate in client meetings and represent service desk delivery
• Study industry best practices and trends to be ahead of the change
• Research next gen end user support initiatives and propose best fit solution for existing customer
• Execute or coordinate automation applicable to end user support
• Build workflows in ITSM to reduce manual effort
• Enable virtual assistants by building talents or designing voice and chat bots
• Design self service portal for users to navigate conveniently and increase adoption
• Create request catalogues and orchestration to auto full service request

Qualification:

• Any graduate
• Effective communication – Oral & Written