Helpdesk Senior Associate - ITIL
On-siteNoida, Uttar Pradesh, India
Job Summary
Perform diagnostics, resolve problems, and implement corrective actions for end users whose issues were not resolved by Level 1 support. Coordinate remote sessions via phone, manage desktop software updates, and utilize remote takeover tools to fix incidents and problems related to devices and applications. Route calls appropriately, collaborate with Level 2/3 staff and vendors to address service requests, and escalate repeat issues for root cause analysis. Update ITSM fields upon resolution and obtain user approval for system control. Requires 2-3 years of technical support experience and ITIL knowledge; based in Noida, India.
Required Qualifications
- Min 2-3 years of relevant experience in a technical support role
- 12 months on the current grade
- Working Knowledge of Operating Systems such as Windows 7 & 10
- Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications
- Working knowledge of MS Office suite & Skype for business
- Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management
- Must be available for in-office attendance for meetings or events, depending on business needs
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