GlobexPeople

The IT Service Desk Analyst role provides first-line technical support via phone, email, chat, and web, ensuring a high level of customer service. Responsibilities include logging and categorizing issues, troubleshooting common IT problems, escalating unresolved issues, and maintaining knowledge base updates.

Requirements

• IT Service Desk experience 0-5yrs
• Excellent troubleshooting skills (O365/VPN/Skype/Printer/Active Directory/MS-Office etc.)
• Understanding of Windows X operating system
• Experience working with ServiceNow to log, track, close tickets
• Experience in resolving IT issues via phone/email/chat
• Excellent telephone etiquettes and customer service
• Knowledge of Microsoft based operating systems with emphasis on Windows X
• Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation, Windows laptop & Mac books, Desktop, Multi-functional devices (MFD), Mobile & Tablets)
• Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel and MS PowerPoint.
• Basic understanding of PC hardware set-up and configuration.
• Should have good understanding of infrastructure management processes; Understanding of ITIL framework is needed.
• Good communication (written & oral), presentation skills, quick learner, self-initiated, team player, open to work in shifts
• Willingness to work in 9 x 5 support environment including working on Weekends and Holidays
• Flexible to work in a 24 x 7 Environment due to English Language Support
• Excellent time management skills and ability to work under pressure
• Continuous commitment to professional development
• English and Russian Bilingua

Benefits

• GlobexPeople