L1 Service desk consultant// 6 month to 3 yrs// Remote

Hello,

 

Hope you’re doing well.

 

I have an urgent requirement for which below is the job description:

 

L1 Service desk consultant

Exp – 6 month to 3 yrs.

Remote – need only from CST and EST time zone (Avoid sick leave states)

Duration – 3  months+

 

Role & Responsibilities :             

 

Act as the first Point of Contact across all channels such as Voice, Email, Chat etc.

 

Create Tickets and perform the required activities

 

o             Perform First Contact Resolution based on Standard Operating Procedures

 

o             Ticket Categorizing

 

o             Ticket Prioritizing

 

o             Ticket routing

 

o             Ticket closure

 

o             Call-backs

 

•             Incident Management –

 

The incumbent will be responsible for Service ticket creation/assignment/prioritization/escalation/tracking/closure and feedback as per defined SLA in the SOW

 

o             He/ She should follow KEDBs, Wikis for resolving technical issues and follow the defined processes(SOPs/SOWs) while attempting to resolve the incidents

 

o             Prepare incident MIS as per requirements

 

o             Proactive Remedy Queue Management

 

 

•             Problem Management

 

o             Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation

 

o             Creating child tickets and  tagging them with problem ticket

 

o             Call-back the user and confirm resolution (where ever applicable)

 

•             Follow quality / security process defined for the engagement

 

 

Technical Skills (Core & Top-Up)             

 

Basic Administration Skills on WINDOWS

 

 

Perform SOP Based activities, Small configuration changes,  Basic knowledge, Configuring Printers and managing Print queues, User/Group Account Management, Password Management, Basic Incident management, Basic Trouble shooting, Remote Infrastructure Management tools (RDP, PcAnywhere, etc..), Windows & Active Directory Basic administration

 

 

Basic knowledge of network technologies and troubleshooting skills

 

Basic knowledge of vitalization & Cloud technologies and troubleshooting skills

 

Ability to handle first line support and log incidents and Service Requests in these technologies.

 

 

Process & Tools

Understanding & adherence to ITIL processes

 

Exposure in ITSM Ticketing and Monitoring tools

 

 

Behavioral Skill

 

Good Communication skills in Business English – spoken and written

 

•             Team player

 

•             Collaborative working

 

•             Flexibility to work in 24 x 7 environment; shift operations

 

•             Ability to work under pressure and against time lines, SLAs

 

•             Handle high workloads and volumes

 

•             Detail orientation

 

 

Thanks & Regards,

Anvita Gupta

Technical Recruiter | ITMC Systems, Inc.

Mobile: 331 239 8113

Fax no. +1 405 724 6001

Anvita@itmcsystems.com |www.itmcsystems.com

Hangouts:-coolanvita.gupta@gmail.com

Let’s connect on LinkedIn:

https://www.linkedin.com/in/anvita-gupta-616595195/

 

 

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