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Technical Service desk executive

Keywords / Skills : Technical Service desk executive, Service desk, IT Support, Technical support, IT Hellpdesk, IT Help desk

1 - 3 years
Posted: 2018-11-06

Job Description
Technical Service desk executive: Kolkata

Experience: 1+ years

Purpose of role

To provide, quality, responsive & consistent resolutions to IT incidents and requests

To take ownership for the monitoring and management of IT incidents and requests throughout their lifecycle and to ensure their timely completion within agreed SLA and within customer expectations.

To proactively innovate, develop and drives forward the effectiveness, efficiency and success of the department.

To proactively maintain /enhance Customer Satisfaction and "The Customer Experience"


-Windows 7 & 10 Professional.

-Knowledge of Microsoft Windows 2008/2012 Server/Active Directory.

-MS Windows 2010/2016 Office products.

-Exchange/Outlook 2010 / O365/ SharePoint

-Understanding of Event management platform (Monitoring and Alerting)

-Basic understanding of an Identity and Access Management solution. Multi factor authentication.

-Awareness about cyber threats that affect employees.

-VPN & Remote Access support.

-IPhone & Samsung phone with Intune app.

-Knowledge of Cloud Evault systems.

-Knowledge of Client-server architecture.

-Working knowledge of a deployment tool (LANDesk / SCCM/ or equivalent)

-Good understand of the hardware configuration & system settings on modern laptops/ desktops.

-System/Network/Wireless management, administration & diagnostic tools.

-Internet/Intranet/Cloud technologies.

-Follow me printing.

-Antivirus features and functionality

Personal Characteristics

-Excellent customer service skills.

-Articulate & methodical approach to problem solving.

-Excellent Interpersonal skills both verbal-written.

-Ability to absorb complex technical information and communicate effectively at all levels to both technical and non-technical audiences.

-Flexibility to respond positively to changing circumstances and conditions.

-Self-motivation with commitment drive & enthusiasm.

- A ‘can do’ outlook with ability to work on own initiative or as part of a team.

-Ability to remain calm and efficient under pressure.

-Open to rotational shift with staggered week-offs.

-Experience in a 24 x 7 IT Service Desk.

-Be sensitive to organisational culture and subcultures, politics and personalities and shaping your approach accordingly.

About Company

MSR IT Solution Private Limited
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