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Technical Specialist- IT Help Desk

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Brief description :

Technical Specialist- IT Help Desk


Desired Profile

  • Candidate should have worked in IT Service Desk / IT Helpdesk / Desktop Support Engineer and provided solutions for all the complex problems.
  • Should have work knowledge in any of the standard ticketing tools like ServiceNow, Remedy, etc.
  • Determines the most effective manner to resolve user's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with senior staff (SD Manager, SD Leads, Other IT Domain Leaders), when necessary.
  • Solve complex, non-routine problems and determine innovative solutions through cost / benefit analysis.
  • Initiate escalation procedures to ensure Service Level Agreements are met. 
  • Initiate proper approval procedures to ensure tickets / requests are being properly handled.
  • Initiate aging report and analysis being published to respective stake holders for addressing those requests.
  • Ensure the tickets are being properly assigned at the right time to the Engineers without SLA breaching.
  • Ongoing documentation and improvement of Service Desk Processes.
  • Perform and monitor daily, weekly and monthly scheduled and automated tasks. 
  • Provides work direction, problem resolution, and training to other junior members in the team.
  • Own IT incidents regardless of assignment and chase / escalate as necessary to ensure adherence to SLAs and users expectations.
  • Knowledge in ITIL framework.
  • Knowledge in Information Security concepts aligning to ISO 27001 standards.
  • Documentation skills, solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis.
Education, Experience & Certifications
  • Any Degree / Engineering / Science graduate with at least 5+ years of experience or Diploma with 6+ years of experience.
  • Certifications: MCSE / CCNA
  • ITIL certified but not mandatory