Essential Duties And ResponsibilitiesWork as part of the 11x7 Shift system on the IT Service DeskReceives and handles requests for service, following agreed procedures.1st line support: troubleshooting of IT related problemsPromptly allocates calls as appropriate.Logs incidents and service requests and maintains relevant records:Identifies and classifies incident types and service interruptionsRecords incidents cataloging them by symptom and resolutionMonitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.Monitoring queues to ensure SLAs are maintained.Assigning the tickets which are out of scope to Service Desk/Other TeamsCoordinating tickets that cross organizational boundaries to ensure customer satisfactionSkills And AbilitiesStrong organization skills and ability to multi-task and prioritize workExcellent communication skills with the ability to work with executive staff members both internally and externallyAbility to deliver engaging, polished, and professional presentations to internal and external audiencesExcellent written and verbal communication and presentation skillsEducation / ExpertiseMust be a Graduate. B.Tech/B.E or any other technical degree preferredEnglish Service Desk experience is mandatoryPreferred MCP/MSCE/MSCA certificationPreferred ITIL V3/V4 Certified engineer.











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