Offer summary

Qualifications:

5+ years of experience in desktop support roles., Strong knowledge of Windows 10 OS and Office applications., Experience with VPN connectivity and remote access software., Familiarity with Microsoft applications and cloud computing..

Key responsibilities:

Respond to service requests and incidents promptly.

Manage and track incidents using ServiceNow.

Provide technical support for VPN issues and relay service updates to customers.

Generate management reports on IT service trends.

Job description

Job Position: Desktop Support IT

Client: Kyndryl

Experience: 5+ Years

Location: Gurgaon

Notice Period: Immediate to 15 Days

Job Description

Respond quickly to all service requests and incidents.

Manage incidents and service requests reported over the phone,chat, employee self-service tickets or e-mails:

Recording, classifying and maintaining the integrity of data within the incident and service request recording system - ServiceNow.

Online diagnosis and investigation via remote access applications and providing quality information, providing solution and routing requests or issues to the appropriate support teams, as required.

Assessing the impact and risk of incidents and timely escalation.

Handling customer queries and resolving incidents which are within the scope of Service Desk using remote access software.

Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.

Provide technical support for VPN related queries and issues.

Manage IT requests submitted by customers – initial review and evaluation of the request, allocation to the appropriate service provider, review of progress of the request and communication to customers.

Relay information updates on IT service disruptions / outages to customers.

Provide management information and reports on IT service trends.

Constantly work towards technical skills enhancement and always work as a team player.

• Around 2-3 years of experience in similar kind of support role.

• Good knowledge of Windows 10 OS, Office applications and virtual desktop interface.

• Strong knowledge on VPN connectivity related issues

• Familiar with Outlook 2010/2016, SharePoint 2010/2013 and other Microsoft applications for desktops and mobile devices.

• Working knowledge of Intranet and Internet applications.

• Knowledge of AS400 Client Access

• Citrix ICA client experience

• Knowledge of Cloud Computing, Office

Required profile