We are looking forward to hire an “Associate Consultant-IT Service Desk” for the Infrastructure team, who thrives on challenges and desires to make a real difference in the business world. With an environment of extraordinary innovation and unprecedented growth, this is an exciting opportunity for a self-starter who enjoys working in a fast-paced, quality-oriented, and team environment.

What should you have?

• Extensive experience with Win 7/Win 10.
• Familiar with Microsoft Office 10 and O365 with Outlook in an Exchange environment.
• Basic to advanced understanding of networking.
• Proven communication skills, specifically in the areas of active listening and open questioning.
• Demonstrated strong interpersonal skills: telephone, customer service, conflict management, and negotiating.
• Ability to work as part of a team with minimal supervision.
• High-level understanding of business functions and the ability to discern the impact of end-user requests and defects in IT infrastructure on the business.
• Demonstrate strong analytical and problem-solving skills on the workstation, client/server, and business applications.
• Ability to use available tools to provide rapid resolutions.
• Broad current knowledge of information technology products, services, and process.

• Working Experience with remote tools and ticketing tools (ServiceNow would be an added advantage).
• Quickly and efficiently troubleshoot simple and complex issues within the defined SLA.
• Excellent troubleshooting, problem-solving, decision-making, and organizational skills.
• Have strong communication skills (both written and verbal) to direct with precision and clarity remote-hands technicians over the phone to execute deployment, break-fix, and upgrade plans accurately.
• Ensure all necessary operational processes and procedures are carried out with a high level of attention to detail, expediency, and on-time delivery.
• Experience in a Service Desk/Technical Support environment
• Knowledge of ITIL methodology.
• Familiarity with common commercial software products.

What will you do?

• The Service Desk Agent is the first point of contact for the users who call our IT Service Desk.
• While providing the highest level of customer service, the Service Desk Agent answers incoming calls, emails, and Chats tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion.
• The Service Desk Agent escalates unresolved problems/issues/requests to the proper tier 2 and 3 support team.
• Troubleshooting End-user issues on various software applications, hardware, network, and telecommunications systems, access management, O365 administrating, and providing desktop support.
• Active Directory, O365 Tools and Services, IT Service Desk, Windows Services