Service Desk Technician job vacancy in iMerit – Jobs in Kolkata, West Bengal
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We got a new job details in iMerit & they are Hiring Candidates for Service Desk Technician
Company Name : iMerit
Company Location : Kolkata, West Bengal
Job Position : Service Desk Technician
Job Category : Jobs in Kolkata, West Bengal
Job Description :
iMerit is seeking technicians to join its Service Desk Operation. iMerit’s Service Desk Technicians extend technical support to all internal IT and non-IT employees facing problems related to hardware, software, and networking. They are responsible for resolving problems faced by the iMerit’s end-users or requiring support in the use of iMerit’s technology systems, by identifying and analyzing issues, providing data services and answering questions regarding system use.
Provide technical assistance and support for resolving issues and fulling service requests related to staff use of iMerit computer systems, software, and hardware.
Monitor problem reports, queries and service requests received through iMerit’s service desk portal.
Open tickets for problem reports, queries and service requests that are received from users via email.
Open tickets for system alerts received from iMerit applications via a slack channel.
Triage and analyze problem reports, queries and service requests.
Communicate with users as required to clarify problem reports and service requests.
Run diagnostic programs to resolve problems.
Resolve problem reports, answer queries and fulfill service requests or escalate them to Level 2 technicians when required.
Keep IT and Technology Team mangers abreast of emergency tickets and their resolution.
Monitor resolution of problem reports, queries and service requests.
Follow up with technicians when resolution time exceeds SLAs.
Reassign tickets as required to minimize length of technician ticket queues.
Keep users informed of actions being taken when resolution time exceeds SLAs.
Follow up with customers to ensure problem reports and queries have been resolved and requested services completed.
Contribute to knowledge base documenting resolutions and procedures for common types of problems, queries and service requests.
Bachelor’s degree in computer science or information technology or training and/or certification in hardware, network and/or application technologies.
A minimum of two years prior service desk experience.
Excellent communication and customer relationship skills.
Ability to make informed decisions quickly regarding triage, resolution and routing of tickets.
Logical thinking required to troubleshoot problems.
Ability to multi-task.
Proven ability to rapidly expand knowledge of new technologies and applications.
Ability to work a rotating schedule including nights and weekends.
Familiarity with Windows, Linux (Ubuntu) and iOS operating systems preferred.
Familiarity with MS office or its equivalent.
Familiarity with web-based hosting platforms and mobile applications preferred.
Familiarity with VPN configurations, network monitoring, content filtering and similar security controls preferred.
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