Service Desk Administrator

IN-KA-Banglore
Job ID
2017-1998
# of Openings
4
Category
Help Desk

Overview

 

IPsoft is a global autonomic services provider, delivering Managed Services, Platform-as-a-Service, Automation-as-a-Service and Autonomic Cloud Orchestration. The company’s mission is to power the world with expert systems. 

IPsoft leverages advanced autonomics that remediate, on average, more than 56 percent of IT Operations tasks including: event management, incident management, change management, request fulfillment and standard operating procedures. We globally support a wide range of enterprise customers, service providers and telecommunications companies. IPsoft’s autonomic technologies enable clients to realize lowered costs, reduced human errors and enhanced service levels. 

Headquartered in New York City, IPsoft has operations in 10 countries across North America, Europe and Asia. IPsoft aims to be a true partner helping businesses achieve better outcomes.

Gartner Critical Capabilities Study

In Gartner’s Critical Capabilities report released in June 2012, IPsoft was rated as a leading Remote Infrastructure Management (RIM) services provider. IPsoft was also rated as “excellent” in the report’s product viability assessment. IPsoft was 1 of 11 vendors included in the report. Gartner also rated IPsoft in areas such as event and incident management, out-tasking, managed services and multisourcing integration.

Responsibilities

 

 

Responsibilities:

  • Act as a single point of contact for phone calls from client regarding IT issues and queries receiving, logging and managing tickets
  • Entry Level Support - basic understanding/troubleshooting of IT related problems software/hardware, such as Laptops, PCs and Printers, IPhone, Exchange & Active Directory.  Escalate unresolved calls to the appropriate support groups
  • Basic Active Directory knowledge, password reset /account unlock
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles

 

Requirements:

  • Strong verbal and written communication skills with phone etiquette.
  • At least  6 months previous IT Service Desk and/or Call Centre experience required
  • Knowledge of commonly-used concepts, practices, and procedures for end user technical support/IT Help Desk.
  • Strong problem solving and research skills.
  • Functional knowledge of Windows computing.
  • Basic User & Security Group Active Directory administration
  • Should be comfortable working in rotational shifts (24/7)
  • A self-motivated achiever who gains satisfaction from providing excellent customer service

Qualifications

Bachelors degree in Engineering / Computer science or related field.

Excellent communication skills.

Willing to work in 24/7 rotational shifts.

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