IT Help Desk

Certification:A Bachelor's degree with Spanish as the primary language is desirable / bilingual (English & Spanish).An ITIL certification is desirable.Roles and Responsibilities· Serve as the initial point of contact for technical support requests via phone, email, and support tickets.· Collaborate with team peers to provide best-in-class customer service for aligned task.· Provide first-line support for a variety of IT issues including hardware, software, network, and application-related problems.· Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.· Should have a basic understanding of Major Incident Management (MIM).· Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar)· Diagnoses and resolves advanced IT related issues-Softwares, O365 and Windows operating systems.· Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.· Setup / Diagnoses and resolve MTR / AV related issue. · Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.· Monitor service desk queues and prioritize requests based on urgency and impact.· Install, configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.· Assist with software installations and updates, ensuring systems are up-to-date and secure and Manage Intune device configurations and updates.· Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.· Adhere to company policies and procedures, ensuring compliance with IT security and privacy standards.· Patience and empathy when dealing with customers who may be frustrated or inexperienced with technology.· Candidate should be an effective team player with a keen eye on Continuous Improvements.· Makes recommendations for updates to the KB database. Desired Candidate Profile2-7 Yrs of experience in Service Desk/Technical Support - L1.Provide support through Calls, Emails and self service tickets and should be willing to work in 24*7 rotational shift environment.Excellent communication and customer service skills to support Global customers.Experience with advanced Active Directory, O365, software installation, Printers and other standard applications.Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.Good knowledge of ticketing systems (e.g., ServiceNow).Strong problem-solving and troubleshooting skills.Ability to work independently and as part of a team in a fast-paced environment.Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.Strong customer service orientation with a focus on user satisfaction.Ability to manage time effectively and prioritize tasks based on urgency.