Offer summary

Qualifications:

Minimum 2-3 years of support experience in IT services., Proficiency in Windows 10 OS, Office applications, and virtual desktop interfaces., Strong knowledge of VPN connectivity issues., Familiarity with Microsoft applications like Outlook and SharePoint, and experience with Citrix ICA client..

Key responsibilities:

Respond to and manage service requests and incidents via various channels.

Provide remote technical support and diagnose issues related to VPN and other IT services.

Monitor and track incident progress, keeping customers informed.

Assist in handling IT requests, escalate issues, and generate reports on 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 selfservice tickets or emails:
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 23 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 20102016, SharePoint 20102013 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