Happiest Minds Technologies
Website:
happiestminds.com
Job details:
Duties & Responsibilities
- Receives and handles incoming requests for services following agreed procedures.
- Allocates and prioritizes calls promptly (initial triage).
- Logs incidents and service requests and maintains relevant records.
- Identifies and classifies incident types and service interruptions.
- Records incidents cataloging them by symptom and resolution.
- Acts under guidance to record and track reliability data for services.
- Escalates complex or unresolved incidents.
- Systematically interprets user problems and identifies solutions and possible side effects.
- Uses experience to address user problems and provides potential solutions.
- Records and tracks issues from outset to conclusion (Problem Management Team Member).
- During change, acts systematically to respond to day to day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
- Responds to common requests for service by providing information to enable fulfillment.
- Promptly allocates unresolved calls as appropriate.
- Maintains records, informs users about the process, and advises relevant persons of actions taken.
- Acts as the routine contact point, receiving and handling requests for Level 3 support.
- Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Assists with the development of standards and applies these to track, monitor, report, resolve, or escalate issues.
- Contributes to creation of support documentation such as knowledge articles, process flow diagrams or procedures, and RACI charts.
- Maintains a high level of system support and client satisfaction to end users at all times.
- Supports, monitors, tests, and troubleshoots user and system related hardware and software problems and escalates as appropriate.
- Self trains and self educates to better support the technology FleetPride uses to support operations locally and at the branches.
- Assists or trains others on systems and features.
- Provides timely attention to all Service Desk requests, ensuring tickets are complete, impact and criticality are assessed, and issues are resolved or escalated appropriately.
- Performs daily ticket maintenance and management and ensures requestors stay informed.
- Works with third party systems and hardware providers to diagnose and address issues.
- Plans, prepares, and coordinates maintenance windows for updates, upgrades, and patches.
- Maintains, cleans, repairs, upgrades, and replaces hardware as needed, processes RMAs, and ensures technology availability.
- Pays special attention to time sensitive business requests and minimizes user/customer impact.
- Provides basic user account maintenance across all FleetPride systems.
- Performs tier one support on office equipment and business productivity tools.
- Works with other team members on desktop/laptop images and deployed software.
- Makes pragmatic recommendations on system and process enhancements.
- Ensures configurations, system features, and site information are documented, especially for branches.
- Establishes and maintains thorough knowledge of organization and technology standards.
- Responsible for communicating, promoting, and adhering to IT standards.
- Assists with controlling hardware, software, and telephone inventory.
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Education & Training
- High School diploma
- Minimum of 5 years? experience in Service Desk
- Bachelor?s degree in relevant technical field preferred
- MCSE, MCSA, MCITP, A+, or equivalent desktop certifications preferred
- ITIL v3/v4 Foundations preferred but not required
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Knowledge & Experience
- High level of proficiency with Windows 7, Windows 10, and Microsoft Office
- Strong understanding of networking principles
- Strong troubleshooting and problem solving skills
- Professional written and oral communication and customer service skills
- Strong organizational skills with ability to prioritize and multi task
- 3+ years providing IT customer training and mentoring
- 3+ years of application support experience
Service Desk, Windows, ITIL
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