Service Desk IT Ops Specialist

Job Description

Respond to the incidents/issues users report predominantly through Voice Interaction, email, Self-service, chat & remote support.

• Identify, investigate, and diagnose the issue, take necessary action, and resolve or assign the issue to the right assignment group.

• Capture all incidents in the incident tracker tool and assign the cases to the relevant assignment group as per process, ensuring proper documentation.

• Follows the incident life cycle as defined by process, logs the incident with proper priority, categorizes and documents, and performs follow up on all necessary incidents as defined in process with customer to ensure timely closure.

• Upgrade technical, process and soft skills to achieve client and internal quality scores with CSAT scores, resolution on call and customer service scores.

• Monitor and track incidents to ensure resolution within the customer Service Level Agreement.

• Performs incident notification and escalation to communicate problems/requests/issues effectively and receive proper management attention.

• Create and maintain a knowledge base with solutions to common issues.

• Outage Management – Manage outages efficiently for quicker resolution by opening Bridge call and engaging different resolver teams as needed for quick resolution.

Skills Needed:

• Should have good knowledge of Windows Desktop OS, Active Directory, Exchange, O365, Laptop troubleshooting and Unix/Linux OS troubleshooting.

• Certifications in any technology like Unix, Windows Server, Networking would be advantageous. • Familiarity with ServiceNow tool

• Good Understanding of ITSM process. ITSM certification preferred.

• Excellence in Customer Service and Problem solving.

• Good communication Skill.

Success Factors:

• Prioritize customer satisfaction by actively listening to their needs, empathizing with their issues, and providing timely and effective solutions.

• Leverage automation for routine tasks to free up staff time.

• Promote self-service options for users to find answers independently.

• Good team player and able to work independently.

Support Type / Hours: Predominantly Voice/Chat Interaction support.

Rotational Night Shifts.

Rotational Week offs based on business requirements.

Rotational On-Call during weekends.