LTIMindtree Looking for TECHNICAL SERVICE DESK at Hyderabad, Telangana, India Full Time

Work Location -Bangalore & Hyderabad

Mandate : 5 days’ work from office / Shift 24/7

Experience- 3-8yrs

L1 Technical Support

• Handling all the Inbound calls, chat and emails in service desk

• Manage tickets that L1 engineers need assistance

• Handling Basic L1 queries from end users

• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures

• Diagnose and quickly resolve a wide range of Windows applications issues

• Good troubleshooting knowledge on internet and VPN issues

• When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System

• Install, upgrade, support and troubleshoot for printers & related computer hardware.

• Knowledge of Citrix and VPN

• Customize & configure desktop hardware to meet specifications and business standards

• Email account administration, i.e., account creation and management and distribution lists on Office 365

• Robust queue management ability

• User account administration, i.e., account creation and management and password resets on Active Directory

• Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries

• Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool

• Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications

• Good understanding of computer systems, mobile devices and other tech products

• Efficiently manage technical escalations

• Good knowledge on Incident Management

• Strong ability to quickly co-ordinate MIM tickets by engaging relevant resolver teams

• Provide On-Call support at times when required