Description

You provide L1/L2 telephonic support within an international service desk environment.

Responsibilities

• Handle inbound calls and tickets through the Global Service Desk to resolve user queries.
• Diagnose and resolve Windows application issues and connectivity problems involving LAN, WAN, and internet access.
• Manage user accounts and distribution lists via Active Directory and Office 365.
• Install, upgrade, and troubleshoot Windows OS, desktop applications, printers, and computer hardware.
• Document all issues and resolutions within the ITSM tool and escalate complex problems to appropriate resolver groups.

Required Skills

• 1 year of experience in L1/L2 inbound call-taking roles for international service desks.
• Proficiency in Windows OS installation, configuration, and troubleshooting.
• Knowledge of Citrix Xenapp for supporting hosted applications.
• Hands-on experience with Active Directory user administration and password resets.
• Experience managing Office 365 email accounts and distribution lists.
• Ability to troubleshoot LAN and WAN connectivity issues.
• Competency in hardware maintenance for laptops, desktops, and printers.

Preferred Skills

• Any graduate degree.

Key Skills

Education

Any graduate