Sevice Desk L2 Support

1 week ago

Watford, United Kingdom Smartedge IT Services Private Limited Full time

**Responsibilities**:

- Troubleshoot Service Desk escalated issues.
- Handle User Access Management tasks
- Use the Ticketing system to document and manage incidents and work requests and their respective resolutions and circumvention's.
- Assign work orders / incidents to appropriate support teams (2nd & 3rd level) and follow up until closure.
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Additionally, work closely with peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
- Work closely with Incident Management support staff to obtain technical knowledge and to permanently solve problems.
- Perform effectively as project team member as required for help desk projects and internal assignments.
- Standardize network resources as per client requirements and grant permissions on them
- Ensure that customers have the appropriate access to the tools necessary to support their business in an efficient way

**Technical Requirements**:

- Phone support experience necessary.
- Technical helpdesk experience is necessary.
- Understanding of ITIL processes
- Ability to define processes and implement them as per need.
- Ability to conduct Root Cause Analysis
- Ability to successfully provide hardware/software/network problem diagnosis/resolution via telephone.
- Exposure to Active Directory/Security Groups/OUs
- Hands-on work experience with the following:

- ITSM ticketing tools: Example: Remedy, ServiceNow etc.
- Windows Client Operating system: Windows 7,8,10,11, etc.
- Knowledge of Active Directory, Microsoft Exchange, Microsoft 365
- VPN and remote dial-in users
- Virtual Environment: Citrix and VDIs
- Encryption: Bitlocker etc.
- Support for laptop, desktops, and printers
- Smartphone’s, Tablet. PDA and blackberry support
- Collaboration Applications: Teams, Jabber etc.
- MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook
- Internet browsers (e.g. Internet Explorer, Chrome, Firefox)

**Other Skills / Experience**:

- Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
- Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
- Ability to learn new information quickly and the willingness to do so at all times.
- Ability to work flexible hours from time to time to cover for other help desk staff.
- Customer Focus
- Teamwork
- Technical Expertise
- Interpersonal Effectiveness
- Concern for Order and Quality

Should be comfortable working in a 24
- 7 environment

**Job Types**: Full-time, Contract

**Benefits**:

- On-site parking

Schedule:

- Monday to Friday

Supplemental pay types:

- Performance bonus

Work Location: In person

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