Job Title: Sr. Technical Representative, Global Service Desk Job Description **Job Description: “Specialist, Global Service Desk” – Remote Desktop Support Engineer** **IT S** **ervice Management (ITSM)** **Function: IT Global Service Desk (Location GGN / WAH)** **Roles & Responsibilities:** + _Initial assessment of reported incident or service request at Helpdesk_ + _Provides support for basic incidents reported via email, ticket or phone_ + _Follow triage for High Severity Incidents and start Sev1/2 ticket_ + _Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC_ + _Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components_ + _Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed._ + _Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility_ + _Asking questions about the problem and explaining possible solutions_ + _Dealing with common or basic technical issues_ + _Taking remote desktop to diagnose the root cause and provide fix_ + _Using automated diagnostic programs to solve network problems_ + _Updating knowledge bases with details of common problems_ + _Using helpdesk software to log calls with descriptions of issues, progress and solutions_ + _Adhere to response & resolution SLA’s_ **Desired Skills:** + _Excellent verbal and written communication skills_ + _Working experience on BMC Remedy tool_ + _Should be willing to work in shifts (24*7)_ + _Overall, should be a good team player with willingness to learn and drive to achieve._ + **_ITIL certification (added advantage)._** + **_Knowledge of SolarWinds monitoring tool (added advantage)_** + **_Working experience into remote support tool (added advantage)_** + **_Window OS & desktop troubleshooting knowledge_** **_Qualification:_** + **_Graduate with Diploma/Certificate in Information Technology_** + **_Regular degree/diploma in Information Technology, B.E, B. Tech, BCA / MCA, BSCIT (would be given preference)_** + _Certifications & Specializations_ + _ITIL V3 / ITIL Advanced_ + _Certifications in network i.e., CCNA -_ Cisco Certified Network Associate, _CCNP -_ Cisco Certified Network Professional, _CCIE -_ Cisco Certified Internetwork Expert _(would be given preference)_ **_Experience:_** + _3 to 5 years in industry_ + _2 years’ working experience in IT Service Desk / Helpdesk_ **_Level & Compensation:_** + _Band as per legal entity title_ Location: IND Gurugram SP Info City-Towers A & B Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**