Service Desk jobs in Pune at Principal Global Services

Responsibilities

Years of Experience: 1 Year- 3 Years

Role Description

Work as 1st point of contact as a part of PGS Service Desk team for providing end user compute services.

Reporting Relationship

This position will report to Delivery Manager- IT Infrastructure

Key Responsibilities

IT-Support responsibilities like desktop support, attending calls/ requests from local & global users effectively for IT-Helpdesk. Identify, troubleshoot, diagnose & resolve software & hardware related issues reported. Provide support for client issues like printing issues, desktop/ laptop issues, voice/ video infrastructure issues, etc. Troubleshoot and identify problems, provide solutions and/or follow escalation path with team, support areas and/or vendors. Attending calls and resolving the password and other technical issues over phone, remotely and by visiting the user up to customer satisfaction and logging the same in the system. Ensure the high availability in voice-systems (Avaya) for attending IT-Helpdesk calls. Be cognizant of the overall department coverage needs. Be proactive and flexible in assisting where needed. Provide accurate and complete ticket information, escalate appropriately, respond to severity levels.

Deployment, setup, maintenance, repairs of desktop-laptop hardware and client software, coordination of hardware relocation for users, Configuring, installing, and maintaining PC-related hardware and software in accordance with established procedures and guidelines.

Qualifications

Must Have

Education: GraduateBachelors degree (any stream)

Skill Set

Working knowlege on MS Office 365, Citrix,VDI,VPN & Wiress technology tools specifically MS Outlook, MS O365.
Minimum of 1-3 years experience in back office. Insurance and Financial Institution experience preferred
Excellent written and verbal communication skills , Analytical skills, Willingness to work in shifts
Multitasking and effective decision making . Strong Customer service skills

Competencies

Able to manage execution independently with intermediate to minimal assistance and guidance.
Able to collaborate effectively with others to acheive business results
Understands the technical and the business domain / space well to the extent of executing own tasks and supporting the trainee.
Possesses ability of identifying new ideas, methods and providing suggestions towards process improvement.
Reporting progress of work as per project / task requirements and raising flag to the upline for any risk.
Participating in communications (technical & project update) in internal as well as HO meetings.
Communication skills that are timely, accurate and able to clarify; keeps others informed