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| Job Location | Kolkata |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Education / Training |
| Functional Area | General / Other Software |
| EmploymentType | Full-time |
JOB DESCRIPTION: Summary:To assist the global IT Service Desk by acting as the first point of contact for many of our users.Reporting to:EMEA Service Desk Manager Essential Duties and Responsibilities- Acknowledge receipt of all user tickets within defined Service Level Agreements (SLAs).- Maintain defined Key Performance Indicator (KPI) levels.- Take phone calls from end users and 3 rd parties.- Log detailed descriptions of issues into the ServiceDesk ticket system.- Take ownership of tickets and manage them through to closure.- Communicate with users to collect information about problems; investigate user problems identify their source; determine possible solutions; test and implement solutions.- Perform procedural IT related tasks such as unlocking user network accounts, resetting passwords, create user network accounts in AD and Exchange (O365), creating Skype for Business accounts.- Perform troubleshooting steps in order to resolve incidents raised with the Service Desk.- Work with corporate purchasing and accounting teams to ensure all required information is processed correctly- Ability to understand business requirements, and suggest IT solutions- Excellent customer service skills, at all levels from VIP Down- Self Starter, with good IT knowledge and ability to take on new solutions without guidance- Undertake ad-hoc project work when required.- Ability to work in high pressure environments, and to maintain a clear head and respond appropriately- Experience of working with difficult customers, within a policy driven environment- To participate in the staff development programme within the framework of IIP and within the agreed individual staff development plan.- To ensure that the Equal Opportunity, Health and Safety and Quality Procedures are adhered to within your area of responsibility and that any non-compliance is reported to the appropriate level of Management.To ensure that the corporate values of the Company are actively promoted and implemented at all- times.- To support a culture that promotes teamwork and discourages divisiveness at all organisational levels.- To communicate with internal and external agencies, staff, customers, management and peers in a anner appropriate to your position at all times and act in accordance with your confidentiality agreement with the company at all times.- To ensure that any defective equipment/building faults are reported promptly to your Manager.Essential requirement:- Experience working in an IT department- Knowledge of the following tools:o MS Windows 7 10o Active Directoryo MS Exchangeo Office 365- Highly organised with the ability to prioritise a variety of tasks/deliverables- Microsoft Office experience in a working environment.- Desire to offer outstanding customer service.- Attention to detail.- Excellent inter-personal skills.- Experience of liaising with 3 rd party suppliers.- Ability to follow direction without question.- Ability to work without direct supervision.- Ability to maintain sound and effective working relationships.- CompA A+ certification- Car Owner / Driver- Ability to Travel,
Keyskills :
ms exchangeslahigh pressurecustomer relationsservice leveltroubleshootingoffice 365active directoryit service deskwindows 7technical supportcustomer servicestaff developmentservice desk