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IT Helpdesk / Servicedesk Agent - Hyderabad


IndigoJobs       |    Location:Hyderabad       |    Country:India

Job Description

DUTIES/RESPONSIBILITIES

  • Handling High volume of chats (handling simultaneous chats)
  • Email handling
  • Phone handling (English), M-F 0**0 ET, S-S 0**0 ET)
  • Basic printer troubleshooting (network printing)
  • Basic Network diagnostics
  • Application troubleshooting (POS log captures, cache clearing, Office, Adobe, etc)
  • SCCM Software Center installations
  • Browser troubleshooting
  • Office 365
  • Basic Windows 10 Operating system knowledge (confirm disk space, resource consumption, clearing temp files, check Ram, etc.)
  • Western Union security certificate management and installation
  • Assessment skills: analytics of complex systems and issues, trend analysis. (spotting chat and ticket trends)
  • Detailed oriented for logging Service Requests
  • Software installations
  • Password resets
  • CORE POS user requests (DM, SM, or CSR (Certificate Signing Request) setup, access/login issues)
  • Core back-office (CBO) admin for New CSR setup, pin, bingo card setup for approvals, etc.
  • Provide high levels of support for corporate and retail users.
  • Establish procedures to address customer issues accurately and consistently.
  • Take ownership of high priority incidents and escalate as necessary.
  • Answer questions and provide directions related to products and services.
  • Planning and scheduling time with all areas of IT support to meet service level agreements.
  • Managing call and chat queues to prioritize incoming issues based on business priorities.
  • Coordinate with other departments to resolve issues.
  • Escalate critical issues to support and development teams.
  • Document reported issues and activities in ITSM system.
  • Maintain records of customer interactions for knowledge base articles
  • Provide updates to help desk managers.
  • Collaborate with IT and cross functional teams.
  • Build trustful relationship with stakeholders.
  • Identify opportunities for team effectiveness improvements.
  • Support boardroom equipment and conferencing software (Cisco, Logitech, Microsoft Teams)
  • Support mobility devices(iOS/iPhone/iPads) for VIP and home-based office (HBO) users.
  • Provide software and hardware support to retail locations.
  • End User Support (Software/Hardware):
  • AD/O365 account support
  • Microsoft Authenticator - MFA
  • Desktop, Laptops, MFP (Multi-Function Printers), Tablets (Android/iPads), Retail Peripherals (Check scanners, cameras, receipt printers), VDI (Virtual Desktops)
  • Hardware Management (device driver updates, installation)
  • Inventory Management.
  • Support for operating systems, MS office suite, and other business applications.
  • Address access issues related to password, security, application configuration, troubleshooting and general inquiries.
  • Follow standard EUS and IT Security procedures and log interactions.
  • CMDB asset management
  • Manage, maintain, and deploy desktop images.
  • Escalate complex or urgent issues to relevant IT teams.
  • Network Support:
  • Handle Network topology issues.
  • Router identification and configurations
  • Fail-over network to backup connections.
  • Troubleshoot SDWAN (Software Defined WAN) issues.
  • Dispatch ISP technicians to stores
  • Manage list of Internet Service Providers (ISP)
  • Troubleshoot and escalate store alarm connectivity issues (Tyco) when needed.
  • Perform other duties as assigned.

Qualifications

EDUCATION

  • Associate or bachelors degree in software engineering, Computer Science, IT, Computer Engineering, or similar education or work experience.
  • ITIL certification and/or relevant industry certifications preferred.

EXPERIENCE

  • Minimum of 4 years in a Helpdesk/Service desk, IT Service Delivery, or Desktop Support role.
  • Experience with customer facing IT systems with complex back-office integrations.
  • Broad knowledge of IT operations (networking, telecom, infrastructure, security, desktop support)
  • Experience with deployment tools (SCCM, PDQ, Altiris, etc.) and PowerShell is a plus.
  • Experience managing Active Directory user environments, hybrid Azure.
  • Experience managing and maintaining desktop images.
  • Experience troubleshooting corporate desktop hardware and software.
  • Functional knowledge of financial instruments and industry domains in a plus.
  • Understanding of networking fundamentals & troubleshooting such as TCP/IP, DHCP, and DNS protocols.
  • Familiarity with troubleshooting various types of network hardware such as routers and switches.
  • Proficient in configuring and managing devices to ensure smooth network operations.
  • Experience in Router identification and configurations, fail-over to backup connections.
  • Knowledge of SDWAN (Software Defined WAN)

SKILLS

  • Microsoft 365 admin or Office 365 certification is a plus.
  • Experience in hybrid Active Directory Environments.
  • Outstanding communication skills (customer interaction, updates, analysis)
  • Ability to articulate complex technical information into simple-to-understand terms.
  • Problem-Solving Skills.
  • Excellent Written communication (documentation of system issues, analysis, solutions in the ITSM system, and feedback for improvement of help desk procedures)
  • Time management
  • Knowledge of help desk software, ticketing systems, and databases
  • Experience leveraging geographically diverse IT support teams.

Job Classification

Industry: Financial Services
Functional Area / Department: IT & Information Security
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time

Contact Details:

Company: Momentum Financial
Location(s): Hyderabad

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