100% Work from Office.
Below is the Job Description for your reference.
* Receive call from service desk, L-1 Tech support & Executive support team.
* Provide Hardware break fix services for laptop & desktop, Provide hardware upgrade services for laptop & desktop.
* Receive new desktop orders and provide MACI (Move, Allocate, Change and Install) services.
* Provide desktop support, Provide LAN support (LAN admin support with touch services).
* Provide support for sales team (Remote / Roaming users) and Provide assistance for S/W distribution across network.
* Trouble ticket maintenance and Maintain file and print (Location specific).
* Site Inventory management and maintenance.
* Attend weekly / Monthly review meetings with onsite and offshore team and Generate and provide weekly / monthly activity reports.
* Escalate the issues to management or next level as needed, Provide support for asset disposal services.
* Escalate and Coordinate with remote support team at offshore to get the user issues resolved.
* Participate in informal team meetings, client meetings, internal Operations meetings and Quality review meetings.
* Implement the corrective/ preventive action identified.
* Co-ordination with the other support groups and Domains.
* Ensure that the policies and procedures set by Tech Mahindra are adhered to.
* Report the status to the higher management.
Preferred Skills:
* Exposure to ITIL delivery processes (ITIL foundation certificate will be an added advantage).
* Excellent experience in installation and troubleshooting MS office, Adobe Acrobat, MS outlook, MS Visio ,MS front page, MS one note, MS project, MS Internet Explorer and other standard desktop applications.
* Experience on using basic troubleshooting tools I.e RDP.
* Trouble shooting network issues, file issues with exposure to computer.
* Good understanding about tried infrastructure support services in a managed services model.
* Experience in working with cross-functional teams (IT Service Management framework)