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Service Desk - L1 Technical Support Posted on: 08/05/2021

Cloudious
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  • PHOENIX-85015, AZ, US

Citrix, Active Directory

  • Job Description

    Handling all the Inbound calls, chat and emails in service desk
    Handling Basic L1 level queries from end
    Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
    Diagnose and quickly resolve a wide range of Windows applications issues
    Good troubleshooting knowledge on internet and VPN issues
    When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System
    Install, upgrade, support and troubleshoot for printers & related computer hardware.
    Knowledge of Citrix and VPN
    Customize & configure desktop hardware to meet specifications and business standards
    Email account administration, i.e., account creation and management and distribution lists on Office 365
    User account administration, i.e., account creation and management and password resets on Active Directory
    Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
    Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool
    Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.
    Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications
    Good understanding of computer systems, mobile devices and other tech products
    Skills Required: Windows 10

    Roles:

    Technical Skillset Need to Know

    Good knowledge of Active Directory
    Citrix
    O365
    Microsoft Windows
    Mobile Operating Systems (Android/iOS)
    Antivirus
    SharePoint
    Knowledge of Laptop/Desktop/Tablet issues
    VPN Troubleshooting
    Mobile Device Management
    Technical Skillset Good to Know

    Knowledge of Infrastructure / Exchange / Server Technologies
    Required Background Experience

    Any Graduate
    1-3 years in a service desk environment
    ITIL awareness (Certification not required but is a plus)
    Hands on experience working in ITSM tools like Service Now, Remedy etc.

  • Service Desk Analyst
    Information Technology
  • No Preference
    Contract Only
    Other
    1
  • Candidate Requirements
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    Bachelors
  • Walkin Information
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Recruiter Details
Pradeep George
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