Service Desk Specialist - Bengaluru/Bangalore @ Technicolor

This position is part of the Global IT Service Desk which supports 24/7. This centralized team is responsible for all IT related Level-1 and Level-2 support. In this role, you will be reporting to IT Manager. You will be the first point of contact for IT incident management for APAC, EMEA and America.

Job Responsibilities

• Ticket handling: Assigning tickets to team members based on the severity and making sure tickets are resolved within SLA
• Creating Knowledge Base Articles: Creating new Process Documents and updating old process Documents, Updating New process implementation and solutions.
• Major Incident Management: Handling P1/P2 tickets and managing 911 bridge calls by engaging multiple resolver teams and driving the call to ensure we have a quick resolution.
• CAB meetings: Actively participating in CAB meetings and noticing any new changes which could cause an outage and plan accordingly
• Monitoring Alerts: Monitor the alerts and triage the alert based on the severity. (Infrastructure Alerts)
• Okta Admins: User account management, MFA
• Active Directory: User account creation, password change, Extension of accounts
• O365 Administration: Managing Office 365 user account with creation and deletion and allocating license of O365 account
• Managing VDI/RDS environment: Citrix environment WaaS and BaaS Support
• Intune: Guiding Users to troubleshoot mobile devices to configure mail and other company applications. (Android and iPhone)
• VPN: Help user setup Pulse VPN client and troubleshoot login issues
• Desktop Support: Troubleshoot desktop related issues using remote support tool LogMeIn. (Adobe, Windows update, O365 applications, Browser, etc..)

Job Qualifications Educations :

• 2 years working experience in Service Desk support

• Minimum 1 year of experience in supporting international customers

• This role required me to work in IT support and develop a Knowledge Base for IT

• Ability to quickly adopt complex technical concepts and able to deliver better customer support

• Excellent written skills in English

• Knowledge of MAC is added advantage.

• Working knowledge on the below topics

• Microsoft Office 365, Intune

• Windows Desktop OS (Win 10)

• OKTA