Primary Skills:Graduate with Minimum 1+ years of experience in service Desk / IT Help desk / Technical supportGood Knowledge of Incident, Change and Problem ManagementManage Service Desk activities, including:o Owning overall responsibility for Incident and Service Request process handling on the Service Desko Liaise with the Service Managero Help with the development and issuance of Service Desk Operational Reportso Liaise with the designated Change lead as requestedLogging and triaging the incidents in ITSM for all the end user related incidents, service requests, problems etcTriage the tickets to respective Workplace Services, Applications Services Team and the Infrastructure Operations Team members based on the ticket severity and priorityTrack the incidents/service requests/ problem and Change tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems / Service / Change requests as per the escalation mechanismAnalyse the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles.Attend voice callsGood Documentation skills on the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket.Use Remote Desktop to assist the end users as required.Good Knowledge on O365 products.Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedureExperience in executing the service request raised in the ticketing tool as per the SOPs provided to the team.Basic level troubleshooting of the issues like desktop application and access, network, printer, Active Directory, O365 and email related issuesMonitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident.Proactive problem management is an added advantage.











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