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      • hyderabad, telangana
      • permanent
      1st line senior support analyst for the business and supporting the day to day IT service delivery function. Supporting the team with coaching and mentoring. Assist with escalated support calls from within the Service Desk and from the business.priorities for the role include:Incident Management       Log accurate Incident information, ensuring all relevant information is gathered and noted on the call       Act as point of escalation within team for Incidents       Manage Incidents within the ticketing queue and attempt first line resolution.       Utilise team members and team leader’s assistance to achieve best result       Treat ticket escalations as a priority and report to relevant senior member of team Request Fulfilment       Manage requests within the ticketing queue and attempt first line resolution       Progress requests ensuring all relevant information is gathered and noted on the call       Proactively assist with request fulfillment to ensure timely call completion       Perform Non-Standard Software installs Senior Conduct       Ensure agreed Team behaviour and conduct is continued throughout desk and calls       Demonstrate excellent communication and ownership of Service Desk tasks       Call analysis - Analysis of both requests and incidents analysing trends and patterns reporting findings to Service Desk Lead Conduct Engage with all clients raising the profile of the IT service delivery function.Ensure procedures, processes and solutions are documented accordingly and oversee all documentation to ensure they enter the knowledge base correctly.Perform any other duties pertaining to the IT service delivery function as required by the IT Service Desk Team Leader.
      1st line senior support analyst for the business and supporting the day to day IT service delivery function. Supporting the team with coaching and mentoring. Assist with escalated support calls from within the Service Desk and from the business.priorities for the role include:Incident Management       Log accurate Incident information, ensuring all relevant information is gathered and noted on the call       Act as point of escalation within team for Incidents       Manage Incidents within the ticketing queue and attempt first line resolution.       Utilise team members and team leader’s assistance to achieve best result       Treat ticket escalations as a priority and report to relevant senior member of team Request Fulfilment       Manage requests within the ticketing queue and attempt first line resolution       Progress requests ensuring all relevant information is gathered and noted on the call       Proactively assist with request fulfillment to ensure timely call completion       Perform Non-Standard Software installs Senior Conduct       Ensure agreed Team behaviour and conduct is continued throughout desk and calls       Demonstrate excellent communication and ownership of Service Desk tasks       Call analysis - Analysis of both requests and incidents analysing trends and patterns reporting findings to Service Desk Lead Conduct Engage with all clients raising the profile of the IT service delivery function.Ensure procedures, processes and solutions are documented accordingly and oversee all documentation to ensure they enter the knowledge base correctly.Perform any other duties pertaining to the IT service delivery function as required by the IT Service Desk Team Leader.
      • bangalore city
      • permanent
      • 12
      A customer service & team-oriented person, who will be attending calls and chat sessions in different shifts, assist users with a variety of IT issues and work with tickets under standard SLAs.JOB DESCRIPTIONPosition OverviewIn this role, you will be an IT Service Desk agent, part of the Global Service Desk Team. You will work utilizing our technical knowledge base to identify, troubleshoot and fix IT issues for Citrix users located all around the globe.For this role, you will receive training sessions that will help you fast track your career within IT and grow your skills in a highly innovative workplace, learning the new Citrix technologies.Roles and ResponsibilitiesAs a Help Desk agent, you will:• Attend users on the phone and the chat system• Work on tickets assigned to you, by following our knowledge base.• Identify and communicate recurring issues that need to be escalated• Flexible to work in 24/7 rotational shifts (Weekdays / Weekends)• Keep your knowledge up to date by reading and understanding the new KB articles published internally for IT on a regular basis.• Keep tickets up to date with notes, troubleshooting steps done and error messages the user receives.BASIC QUALIFICATIONS• Minimum of 1 year of experience in a help desk or technical environment.• Excellent communication skills and demonstrated customer service orientation.• Demonstrated technical troubleshooting skills in various environments• Ability to follow complex technical documentation with troubleshooting steps• Understanding of most major operating systems, Active Directory, and networking technologies.• Demonstrated understanding of Microsoft Office products.• Clarity in understanding of customer needs and skills required to deal with Ambiguous situation.• Working knowledge of Service Desk incident ticket systems like Ticketing tools – Service Now• Must be reliable, dependable, flexible, and able to multi-task with priority.• Able to manage incidents and tasks within SLAs.
      A customer service & team-oriented person, who will be attending calls and chat sessions in different shifts, assist users with a variety of IT issues and work with tickets under standard SLAs.JOB DESCRIPTIONPosition OverviewIn this role, you will be an IT Service Desk agent, part of the Global Service Desk Team. You will work utilizing our technical knowledge base to identify, troubleshoot and fix IT issues for Citrix users located all around the globe.For this role, you will receive training sessions that will help you fast track your career within IT and grow your skills in a highly innovative workplace, learning the new Citrix technologies.Roles and ResponsibilitiesAs a Help Desk agent, you will:• Attend users on the phone and the chat system• Work on tickets assigned to you, by following our knowledge base.• Identify and communicate recurring issues that need to be escalated• Flexible to work in 24/7 rotational shifts (Weekdays / Weekends)• Keep your knowledge up to date by reading and understanding the new KB articles published internally for IT on a regular basis.• Keep tickets up to date with notes, troubleshooting steps done and error messages the user receives.BASIC QUALIFICATIONS• Minimum of 1 year of experience in a help desk or technical environment.• Excellent communication skills and demonstrated customer service orientation.• Demonstrated technical troubleshooting skills in various environments• Ability to follow complex technical documentation with troubleshooting steps• Understanding of most major operating systems, Active Directory, and networking technologies.• Demonstrated understanding of Microsoft Office products.• Clarity in understanding of customer needs and skills required to deal with Ambiguous situation.• Working knowledge of Service Desk incident ticket systems like Ticketing tools – Service Now• Must be reliable, dependable, flexible, and able to multi-task with priority.• Able to manage incidents and tasks within SLAs.
      • bommanahalli (bangalore)
      • permanent
      Technical Support SpecialistExp : 3-7 YearsLocation : Bangalore Skills :  Manages the lifecycle (ticket generation to closure) of all in-scope incidents and service requests in line with service tickets best practice ways of working. Resolves incidents and fulfills service requests with high level of customer service. Prepare and maintain KDs for services in scope. Participate in testing for introduction of new or improved services. L1-L2 Server/Network management L1-L2 Security related responsibilities Mail Administration Required Education / Experience  3 - 6 years of experience in a related position in a corporate environment  Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study  Experience with Desktop, LAN and telecommunications devices including mobile devices Preferred Education / Experience  Microsoft, A+  ITIL
      Technical Support SpecialistExp : 3-7 YearsLocation : Bangalore Skills :  Manages the lifecycle (ticket generation to closure) of all in-scope incidents and service requests in line with service tickets best practice ways of working. Resolves incidents and fulfills service requests with high level of customer service. Prepare and maintain KDs for services in scope. Participate in testing for introduction of new or improved services. L1-L2 Server/Network management L1-L2 Security related responsibilities Mail Administration Required Education / Experience  3 - 6 years of experience in a related position in a corporate environment  Bachelor Degree in IT or business related field or the recognized equivalent in work experience or self-study  Experience with Desktop, LAN and telecommunications devices including mobile devices Preferred Education / Experience  Microsoft, A+  ITIL
      • bengaluru / bangalore
      • permanent
      Required Qualifications: 2+ years of work experience in technology, technology consulting, and IT supportWorking Knowledge of:Identity Providers (OKTA, Active Directory, Google Workspace, etc)Service Desk ticketing systems (e.g. ServiceNow, Connectwise, Jira, etc)OS Troubleshooting and Deployment (MacOS, Windows, ChromeOS, Jamf, Intune)Computer Hardware Troubleshooting (Apple, Dell, Lenovo, Peripherals, etc)Software / SaaS administration and troubleshooting (Google Workspace, MS Office)Remote Support tools (Bomgar, BeyondTrust)MS Office Suite / Google Workspace (Docs, Sheets, Slides, Drive)Hands on administration and support experience of identity solutions, such as Okta or Active DirectoryExperience with ITSM / ITIL processesAbility to coordinate and work with peers located throughout the US, Canada, Armenia, and IndiaProven dedication to enabling quality through continuous improvementExhibits strong decision making and leadership skillsAbility to provide superior support to remote usersExcellent verbal and written communication skills (fluency in English)Ability to multi-task and manage multiple prioritiesAbility to deal with changing priorities to complete tasks in a short period of time Exceptional organizational and time management skills Solid commitment to customer service with good initiative and follow-throughOpen to being on call for weekends and after hoursUseful Qualifications:Corporate mail administration (specifically Google Workspace – formerly G Suite)Microsoft Office 365 administrationFirewalls and Security
      Required Qualifications: 2+ years of work experience in technology, technology consulting, and IT supportWorking Knowledge of:Identity Providers (OKTA, Active Directory, Google Workspace, etc)Service Desk ticketing systems (e.g. ServiceNow, Connectwise, Jira, etc)OS Troubleshooting and Deployment (MacOS, Windows, ChromeOS, Jamf, Intune)Computer Hardware Troubleshooting (Apple, Dell, Lenovo, Peripherals, etc)Software / SaaS administration and troubleshooting (Google Workspace, MS Office)Remote Support tools (Bomgar, BeyondTrust)MS Office Suite / Google Workspace (Docs, Sheets, Slides, Drive)Hands on administration and support experience of identity solutions, such as Okta or Active DirectoryExperience with ITSM / ITIL processesAbility to coordinate and work with peers located throughout the US, Canada, Armenia, and IndiaProven dedication to enabling quality through continuous improvementExhibits strong decision making and leadership skillsAbility to provide superior support to remote usersExcellent verbal and written communication skills (fluency in English)Ability to multi-task and manage multiple prioritiesAbility to deal with changing priorities to complete tasks in a short period of time Exceptional organizational and time management skills Solid commitment to customer service with good initiative and follow-throughOpen to being on call for weekends and after hoursUseful Qualifications:Corporate mail administration (specifically Google Workspace – formerly G Suite)Microsoft Office 365 administrationFirewalls and Security
      • bangalore city
      • permanent
      • 12
      Roles and ResponsibilitiesAs a Help Desk agent, you will:• Attend users on the phone and the chat system• Work on tickets assigned to you, by following our knowledge base.• Identify and communicate recurring issues that need to be escalated• Flexible to work in 24/7 rotational shifts (Weekdays / Weekends)• Keep your knowledge up to date by reading and understanding the new KB articles published internally for IT on a regular basis.• Keep tickets up to date with notes, troubleshooting steps done and error messages the user receives.BASIC QUALIFICATIONS• Minimum of 1 year of experience in a help desk or technical environment.• Excellent communication skills and demonstrated customer service orientation.• Demonstrated technical troubleshooting skills in various environments• Ability to follow complex technical documentation with troubleshooting steps• Understanding of most major operating systems, Active Directory, and networking technologies.• Demonstrated understanding of Microsoft Office products.• Clarity in understanding of customer needs and skills required to deal with Ambiguous situation.• Working knowledge of Service Desk incident ticket systems like Ticketing tools – Service Now• Must be reliable, dependable, flexible, and able to multi-task with priority.• Able to manage incidents and tasks within SLAs.
      Roles and ResponsibilitiesAs a Help Desk agent, you will:• Attend users on the phone and the chat system• Work on tickets assigned to you, by following our knowledge base.• Identify and communicate recurring issues that need to be escalated• Flexible to work in 24/7 rotational shifts (Weekdays / Weekends)• Keep your knowledge up to date by reading and understanding the new KB articles published internally for IT on a regular basis.• Keep tickets up to date with notes, troubleshooting steps done and error messages the user receives.BASIC QUALIFICATIONS• Minimum of 1 year of experience in a help desk or technical environment.• Excellent communication skills and demonstrated customer service orientation.• Demonstrated technical troubleshooting skills in various environments• Ability to follow complex technical documentation with troubleshooting steps• Understanding of most major operating systems, Active Directory, and networking technologies.• Demonstrated understanding of Microsoft Office products.• Clarity in understanding of customer needs and skills required to deal with Ambiguous situation.• Working knowledge of Service Desk incident ticket systems like Ticketing tools – Service Now• Must be reliable, dependable, flexible, and able to multi-task with priority.• Able to manage incidents and tasks within SLAs.
      • bangalore city
      • permanent
      • 12
      As a Help Desk agent, you will:• Attend users on the phone and the chat system• Work on tickets assigned to you, by following our knowledge base.• Identify and communicate recurring issues that need to be escalated• Flexible to work in 24/7 rotational shifts (Weekdays / Weekends)• Keep your knowledge up to date by reading and understanding the new KB articles published internally for IT on a regular basis.• Keep tickets up to date with notes, troubleshooting steps done and error messages the user receives.BASIC QUALIFICATIONS• Minimum of 1 year of experience in a help desk or technical environment.• Excellent communication skills and demonstrated customer service orientation.• Demonstrated technical troubleshooting skills in various environments• Ability to follow complex technical documentation with troubleshooting steps• Understanding of most major operating systems, Active Directory, and networking technologies.• Demonstrated understanding of Microsoft Office products.• Clarity in understanding of customer needs and skills required to deal with Ambiguous situation.• Working knowledge of Service Desk incident ticket systems like Ticketing tools – Service Now• Must be reliable, dependable, flexible, and able to multi-task with priority.• Able to manage incidents and tasks within SLAs.
      As a Help Desk agent, you will:• Attend users on the phone and the chat system• Work on tickets assigned to you, by following our knowledge base.• Identify and communicate recurring issues that need to be escalated• Flexible to work in 24/7 rotational shifts (Weekdays / Weekends)• Keep your knowledge up to date by reading and understanding the new KB articles published internally for IT on a regular basis.• Keep tickets up to date with notes, troubleshooting steps done and error messages the user receives.BASIC QUALIFICATIONS• Minimum of 1 year of experience in a help desk or technical environment.• Excellent communication skills and demonstrated customer service orientation.• Demonstrated technical troubleshooting skills in various environments• Ability to follow complex technical documentation with troubleshooting steps• Understanding of most major operating systems, Active Directory, and networking technologies.• Demonstrated understanding of Microsoft Office products.• Clarity in understanding of customer needs and skills required to deal with Ambiguous situation.• Working knowledge of Service Desk incident ticket systems like Ticketing tools – Service Now• Must be reliable, dependable, flexible, and able to multi-task with priority.• Able to manage incidents and tasks within SLAs.
      • bangalore city
      • permanent
      • 6
      Incident management – resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the CMS monitoring system.• Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).• Problem management – analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so work with customer to initiate an effort to address.• Event management – investigate alerts received from the CMS monitoring system and determine proper actions to address these alerts.• Request fulfillment – fulfill Citrix-related service requests received from the customer.• Environment management – functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.• Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.Within CMS, the Technical Consultant is responsible for performing the following tasks to support CMS clients:• Troubleshooting, resolving, and closing all critical and high-severity (P1/P2) incidents.• Troubleshooting, resolving, and closing all incidents that are escalated from the Service Desk.• Performing normal and emergency changes as defined by the client.• Fulfilling service requests that can be implemented via a normal change.• Maintaining accurate and timely ticketing system data (e.g. detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket aging, etc.).• Configuring and managing the monitoring solution for Citrix and related ancillary technologies, including helping to establish baselines and adjusting threshold values as needed.• Analyzing monitoring metrics and alerts to identify patterns/trends, make correlations, and provide actionable information.The success of the Technical Consultant will be measured by this person’s ability to perform the abovementioned tasks efficiently, act in a professional manner that elicits high customer NPS, and act as a Citrix technical authority.• Troubleshoot complex technical issues in a Citrix environment.• Act as the Citrix technical authority/subject matter expert (SME).• Possess strong written and verbal communication skills.• Obtain ITIL and Citrix technical certifications within first 6-12 months in this role.• Possess an excellent technical understanding of Citrix technologies and how to support and manage in a variety of settings, ranging from basic to complex.• Assist junior teammates with learning key technical concepts around desktop and server virtualization, cloud computing, and network/systems architectures.
      Incident management – resolve incidents received from the customer (in alignment with SLA’s) and/or that were created to address alerts from the CMS monitoring system.• Change management – attend weekly customer change review board meetings, write/submit change tickets, perform changes during customer change windows (typically after-hours).• Problem management – analyze customer’s incident history to determine if any trends/patterns represent an underlying problem, and if so work with customer to initiate an effort to address.• Event management – investigate alerts received from the CMS monitoring system and determine proper actions to address these alerts.• Request fulfillment – fulfill Citrix-related service requests received from the customer.• Environment management – functions include managing/administering Citrix technologies and components within the production environment, updating Citrix environment documentation, applying approved firmware and patch updates to Citrix components, assessing the health of and making recommendations to optimize the Citrix platform, and providing Citrix thought leadership.• Reports – deliver weekly, monthly, and quarterly reports containing key ticketing system metrics and other information relevant to decision-making.Within CMS, the Technical Consultant is responsible for performing the following tasks to support CMS clients:• Troubleshooting, resolving, and closing all critical and high-severity (P1/P2) incidents.• Troubleshooting, resolving, and closing all incidents that are escalated from the Service Desk.• Performing normal and emergency changes as defined by the client.• Fulfilling service requests that can be implemented via a normal change.• Maintaining accurate and timely ticketing system data (e.g. detailed ticket notes, accurate ticket status, following up on tickets to avoid excessive ticket aging, etc.).• Configuring and managing the monitoring solution for Citrix and related ancillary technologies, including helping to establish baselines and adjusting threshold values as needed.• Analyzing monitoring metrics and alerts to identify patterns/trends, make correlations, and provide actionable information.The success of the Technical Consultant will be measured by this person’s ability to perform the abovementioned tasks efficiently, act in a professional manner that elicits high customer NPS, and act as a Citrix technical authority.• Troubleshoot complex technical issues in a Citrix environment.• Act as the Citrix technical authority/subject matter expert (SME).• Possess strong written and verbal communication skills.• Obtain ITIL and Citrix technical certifications within first 6-12 months in this role.• Possess an excellent technical understanding of Citrix technologies and how to support and manage in a variety of settings, ranging from basic to complex.• Assist junior teammates with learning key technical concepts around desktop and server virtualization, cloud computing, and network/systems architectures.
      • hyderabad jubilee h.o
      • permanent
      • 6months
      Job Purpose (Job Summary): This individual will be part of Unix and Storage Operations support group.  Job requirements include monitoring, troubleshooting, performing health checks, and attending customer reported issues, and fulfilling of requests pertaining to Unix and Storage technologies. Additionally, the role will also serve and collaborate with downstream and upstream technology partners and end clients, for any technical consultations, support, and operational procedural issues. The incumbent will be part of operations group to ensure service availability, and secure infrastructure of Unix and Storage.  Key Responsibilities / Duties: Responsible to manage and support Unix and Storage Infrastructure globallyTo work on day to day BAU which includes incident, change, problem, and request management To perform proactive health checks, alerts monitoring, and scheduled maintenance activities to ensure Unix and Storage infrastructure is stable and secured As an Operations engineer in the team, should be capable of resolving incidents which are business impacting as quickly as possible with minimum business impact and provide break-fix.Preparing SOP’s (Standard Operating Procedure) and KB (knowledge Base) articles along with educating down level teams such as Service Desk and Desktop teamsCustomer obsession and passion to deliver service excellence Adhere to all operational procedures and set OLA/SLAs to constantly render superior service delivery and timely escalation of matters to next level engineers and management Work closely with all IT Team members, stakeholders, partners, and vendors to ensure smooth and uninterrupted services and supportTake part in regular disaster recovery testing in accordance with any internal operational procedures, while accurately maintaining any associated documentationContribute to business continuity and business recovery exercises and requirements, taking part in regular business continuity testing, out of normal business hours, where appropriate  Work Experience / Knowledge:   3+  years of work experience on managing and supporting role of Unix/Linux environment Possess good troubleshooting experience on:Unix and Linux infrastructure Knowledge on NTP and NFS managementKnowledge on Backup administration – Symantec, Rubrik, Centrify, and related tools Storage administration – NetApp Added advantage – Knowledge on automation, scripting, and reporting tools - Ansible, Python, SolarWinds, and PowerBISkills on AWS and Cloud Technologies will be an added advantage Experience on working in ServiceNow and ITSM framework Familiarity with Crowdstrike, Puppet and Satellite TechnologiesFamiliarity with Agile methodology Skills / Other Personal Attributes Required:Excellent team playerFlexible and adaptable with passion to learn and improveGood communication and collaborative skills. Well organized and proactiveInterpersonal skills required to effectively interact and communicate with a variety of individuals at all technical levels.   Formal Education: (minimum requirement to perform job duties):  A Bachelor’s Degree in Computer Information Systems or equivalent. License/Registration/Certification: (Preferable, not mandatory): ITIL V3, RHCE, and AWS  Working Conditions: Normally works a varied shift, comprising a schedule of hours somewhere in between the start and end of business hours. However, number of hours may vary depending upon the situation, project or assignment.  Hours may include evenings and/or weekends and may include 24-hour on-call support in rotational 24/7 shift pattern. 
      Job Purpose (Job Summary): This individual will be part of Unix and Storage Operations support group.  Job requirements include monitoring, troubleshooting, performing health checks, and attending customer reported issues, and fulfilling of requests pertaining to Unix and Storage technologies. Additionally, the role will also serve and collaborate with downstream and upstream technology partners and end clients, for any technical consultations, support, and operational procedural issues. The incumbent will be part of operations group to ensure service availability, and secure infrastructure of Unix and Storage.  Key Responsibilities / Duties: Responsible to manage and support Unix and Storage Infrastructure globallyTo work on day to day BAU which includes incident, change, problem, and request management To perform proactive health checks, alerts monitoring, and scheduled maintenance activities to ensure Unix and Storage infrastructure is stable and secured As an Operations engineer in the team, should be capable of resolving incidents which are business impacting as quickly as possible with minimum business impact and provide break-fix.Preparing SOP’s (Standard Operating Procedure) and KB (knowledge Base) articles along with educating down level teams such as Service Desk and Desktop teamsCustomer obsession and passion to deliver service excellence Adhere to all operational procedures and set OLA/SLAs to constantly render superior service delivery and timely escalation of matters to next level engineers and management Work closely with all IT Team members, stakeholders, partners, and vendors to ensure smooth and uninterrupted services and supportTake part in regular disaster recovery testing in accordance with any internal operational procedures, while accurately maintaining any associated documentationContribute to business continuity and business recovery exercises and requirements, taking part in regular business continuity testing, out of normal business hours, where appropriate  Work Experience / Knowledge:   3+  years of work experience on managing and supporting role of Unix/Linux environment Possess good troubleshooting experience on:Unix and Linux infrastructure Knowledge on NTP and NFS managementKnowledge on Backup administration – Symantec, Rubrik, Centrify, and related tools Storage administration – NetApp Added advantage – Knowledge on automation, scripting, and reporting tools - Ansible, Python, SolarWinds, and PowerBISkills on AWS and Cloud Technologies will be an added advantage Experience on working in ServiceNow and ITSM framework Familiarity with Crowdstrike, Puppet and Satellite TechnologiesFamiliarity with Agile methodology Skills / Other Personal Attributes Required:Excellent team playerFlexible and adaptable with passion to learn and improveGood communication and collaborative skills. Well organized and proactiveInterpersonal skills required to effectively interact and communicate with a variety of individuals at all technical levels.   Formal Education: (minimum requirement to perform job duties):  A Bachelor’s Degree in Computer Information Systems or equivalent. License/Registration/Certification: (Preferable, not mandatory): ITIL V3, RHCE, and AWS  Working Conditions: Normally works a varied shift, comprising a schedule of hours somewhere in between the start and end of business hours. However, number of hours may vary depending upon the situation, project or assignment.  Hours may include evenings and/or weekends and may include 24-hour on-call support in rotational 24/7 shift pattern. 

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