IT Service Desk Specialist

Job Summary

The IT Service Desk Specialist is responsible for managing the lifecycle, troubleshooting, and resolution of incidents and requests for all global business PC-based applications and technologies. The incumbent will be based at our Bangalore office and be part of our global IT team.

Principle Duties and Responsibilities

• Manages the lifecycle (ticket generation to closure) of all in-scope incidents and service requests in line with service tickets best practice ways of working.
• Works within a team environment across the enterprise.
• Resolves incidents and fulfills service requests with a high level of customer service.
• Prepares and maintains Knowledge Base (KB) articles for services in scope.
• Provides support, guidance, and training to other IT staff when required.
• Participates in testing for the introduction of new or improved services.
• Develops knowledge base and expertise around BU application/solution portfolio.
• Provides local hands-on services for networks, servers, printers, etc., as required.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• Sound expertise with Windows-based desktops, hardware, software, networking, and peripherals including, but not limited to, Microsoft O365 products, desktops, laptops, VPN, printers, video conferencing, telecommunications devices/monitoring tools including mobile devices, local area networks, etc.
• Good knowledge of working with a Service Desk tool and IT processes.
• Strong troubleshooting and analytical skills.
• Broad base of desktop tools and application run time environments (Java, C++, VB, etc.).
• A take-charge individual with lots of energy & initiative. Provides ownership.
• Adept at understanding and learning multiple technologies.
• Excellent customer service skills and customer focus.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Must be highly self-motivated, self-directed, exhibit strong initiative, and be attentive to detail.
• Good English verbal and written communication skills with the ability to present ideas in a user-friendly language.
• Flexibility to travel within a defined region to support upgrades, maintenance, and projects as required.

Mandatory Education and Experience

• 3-5 years of experience in a related position in a corporate environment supporting global users.
• BE/B.Tech in CS/IT or BCA/MCA/M.Sc.-IT in a regular course from a recognized university and institute.
• Experience with Desktop, LAN, and telecommunications devices including mobile devices.
• Prior experience supporting executives and/or working in a professional environment.

Preferred Education / Experience

• Microsoft, A+, ITIL certifications.

Key skills/competency

• IT Service Desk Specialist
• Incident Management
• Service Request Fulfillment
• Customer Service
• Troubleshooting
• Windows Desktop Support
• Microsoft O365
• Networking
• IT Support
• ITIL