Service Desk Specialist

Job Description

• Ensure all requests /issues came through ITSM/Ticketing tool.
• Ensure all requests /issues Solved within Approved SLA/OLA.
• Ensure each user has a functional computer and/or any additional specialized equipment to ensure fulfillment of business requirements and customer satisfaction.
• Provide 2nd Level of support for Users
• Analyze and Escalate Issues to the concerned team
• Install, test and configure new workstations, peripheral equipment and software to ensure fulfillment of business requirements.
• Maintain inventory of all equipment, software to fulfill customer requests on the determined time.
• Perform timely workstation hardware and software upgrades as required and maintains strict controls on data/system backups and recoverability to ensure security of data.
• Respond to user’s inquiries and services requests regarding computer software or hardware to ensure proper work.
• Keeping customers informed on request status and progress till closure to ensure customer satisfaction.
• Provide first level contact and convey resolutions to solve customer issues.
• May participate in Technology projects.

Job Requirements

• Bachelor degree in, Computer Science, Information technology or any of its equivalent
• Certifications in Microsoft/Cisco/VMware technologies.
• Years of Experience from 1 to 3
• Must have technical knowledge of core Microsoft technologies /HW
• Must have technical knowledge of Roll out activities