Thiruvananthapuram
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Trivandrum
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Technical Specialist - Service Desk

Closing on:

28/03/2017

Brief description :

Desired Profile

 

  • Candidate should have worked as Service Desk/helpdesk/desktop support Engineer Provide solution for all the complex problems

  • Should have work knowledge in any ticketing tools

  • Determines the most effective manner to resolve user's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with senior staff when necessary

 

  • Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis.

  • Initiate escalation procedures to ensure Service Level Agreements are met 

  • Ongoing documentation and improvement of processes

  • Perform and monitor daily, weekly and monthly scheduled and automated tasks 

  • Provides work direction, problem resolution, and training to other junior members in the team.

  • Own IT incidents regardless of assignment and chase / escalate as necessary to ensure adherence to SLAs and users expectations

  • Knowledge in ITIL framework

  • Knowledge in Information Security concepts aligning to ISO 27001 standards

  • Documentation skills Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis.

     

     

Experience, Education & Certifications

 

  • Engineering/Science graduate with at least 4+ years of experience or 5+ years of experience with a 3 year diploma

  • Certifications: MCSE/CCNA