Service Desk JD: Experience • Minimum 2 to 3 years of experience in handling calls / emails in in a international help desk is must • Good understanding and hands-on experience of Incident Management process / prioritization and categorization of incidents is important Skills Required • Excellent Communication skills (spoken and written) • Handling the voice calls • ITIL process on Incident Management and Service Request fulfilment • Documenting the technical, process, ticket status and other relevant updates suggested by the Quality Lead on the ticket • Monitor the Incident Management queue, Assigning/Reassigning and follow up of tickets as per standard procedure • Experience in executing the service request raised in the ticketing tool as per the SOPs provided to the team. • Basic L1 level troubleshooting of the issues like desktop, network, printer, Active Directory, O365, Lotus Notes and email related issues • Monitor the Incident Management queue and update the incident management system with all the relevant information relating to an incident. • Proactive problem management is an added advantage. • Track the incidents/service requests/ problem tickets to ensure resolution within SLA, escalate the unresolved incidents/ problems as per the escalation mechanism, analyze the ticket trend and provide reports with improvement actions, create basic documents and knowledgebase articles. • Willingness to work in a rotational shift 247365 • Use Remote Desktop to assist the end users as required. • Ability to efficiently and effectively understand the end users’ technical requirements, solid trouble shooting, problem solving and analytical skills, excellent pro-active verbal skills and communication skills. Willingness to work in a rotational shift 247365"