1419 Service Desk Jobs - Page 2

Skill required: Customer Operations - Voice - Service Desk Voice Support Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsCustomer Operations - Voice - Help desk role - ticket resolutionRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for Adaptable and flexibleWritten and verbal communicationAbility to meet deadlinesCollaboration and interpersonal skillsCommitment to quality Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Quality Management, Quality Management Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will serve as a vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your communication skills to ensure smooth operations, and applying your product knowledge to resolve issues effectively. You will be dedicated to maintaining high-quality standards and ensuring that our systems function optimally, contributing to an exceptional client experience. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the development and implementation of quality management processes to enhance service delivery.- Provide training and support to junior team members to foster a collaborative environment. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Quality Management.- Strong analytical skills to assess service quality and identify areas for improvement.- Experience in developing and implementing quality assurance processes.- Ability to communicate effectively with clients and team members to ensure clarity and understanding.- Familiarity with service desk tools and technologies to enhance operational efficiency. Additional Information:- The candidate should have minimum 2 years of experience in Service Desk Quality Management.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Skill required: Customer Operations - Voice - Service Desk Voice Support Designation: Customer Contact Comms Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costsCustomer Operations - Voice - Help desk role - ticket resolutionRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for Adaptable and flexibleCollaboration and interpersonal skillsWritten and verbal communicationAbility to meet deadlinesAbility to establish strong client relationship Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Project Role : Technology Support Engineer Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Must have skills : Broadcasting Media Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology Support Engineer, you will engage in a dynamic environment where you will resolve incidents and problems across various business system components. Your typical day will involve ensuring operational stability, collaborating with vendors, and contributing to the creation and implementation of Requests for Change. You will also update knowledge base articles to enhance troubleshooting effectiveness, making a significant impact on the overall service management process. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the development and maintenance of operational documentation to ensure clarity and consistency.- Engage in continuous learning to stay updated with industry trends and best practices. Professional & Technical Skills: - Must To Have Skills: Proficiency in Broadcasting Media.- Strong analytical skills to troubleshoot and resolve technical issues effectively.- Experience with incident management systems and service desk tools.- Ability to collaborate with cross-functional teams to enhance service delivery.- Familiarity with change management processes and best practices. Additional Information:- The candidate should have minimum 2 years of experience in Broadcasting Media.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Hi, We are hiring experienced technical support / customer support professionals for Quality analyst role for UK shifts Experience - 1 yr & above (only from technical support / customer support background from international background only) Salary - Experience(1yr to 2yrs) - 25k take per month Experience (2yrs & above) - 28k take home per month If you are interested and your skills match the requirements, please share your updated CV to Janani(HR) - 9043685348 Work from office only Shift timings -12.30pm to 9.30pm / 1.30pm to 10.30pm / 2.30pm to 11.30pm Should be able to join immediately 5 days working in a week and saturday and sunday fixed off Free cab facility provided for pick and drop(*25km radius, door step pick and drop) Good communication skill in English is required Job Responsibilities: Evaluate Agent Performance: Review the quality of both phone and non-voice interactions against client quality benchmarks. Ensure Compliance: Monitor adherence to business rules and processes, promptly reporting any breaches. Document & Report: Complete monitoring forms with detailed performance comments and accurately save all results for reporting. Support Improvement: Assist in developing recommendations for quality assurance enhancements, focusing on workflow and knowledge guides. Efficiency: Ability to work quickly and accurately to meet set targets. Analytical Acumen: Excellent analytical skills, including synthesizing data from diverse sources. Organization: Superior time management and organizational abilities. Technical Proficiency: Basic computer literacy and software usage. QA Understanding (Advantage): Knowledge of quality assurance standards and methodologies is a plus. Note: If you have previously interviewed for this role, please disregard this posting.

Job Summary We are seeking a Technical Lead with 3 to 7 years of experience in Change LifeCycle Management Incident Management and End User Tools such as Nexthink. The ideal candidate will have expertise in Service Desk Service Now Windows Networking and Desktop Support - Remote. Experience in the Food Services domain is essential. This hybrid role requires a proactive individual to manage technical operations efficiently during day shifts. Responsibilities Lead the technical team in managing Change LifeCycle processes to ensure seamless transitions and minimal disruptions. Oversee Incident Management to quickly resolve issues and maintain high service levels. Provide expert guidance on End User Tools like Nexthink to enhance user experience and system performance. Manage Service Desk operations to ensure timely and effective support for end users. Utilize Service Now for efficient tracking and resolution of service requests. Implement and maintain Windows systems to ensure optimal performance and security. Coordinate Networking tasks to ensure reliable and secure connectivity across the organization. Deliver Desktop Support remotely ensuring users have the necessary tools and resources to perform their duties. Collaborate with cross-functional teams to align technical solutions with business needs in the Food Services domain. Develop and implement strategies to improve technical support processes and outcomes. Monitor system performance and provide recommendations for improvements. Ensure compliance with company policies and industry regulations in all technical operations. Contribute to the companys purpose by enhancing technical infrastructure positively impacting service delivery and customer satisfaction. Qualifications Possess strong experience in Change LifeCycle Management and Incident Management. Demonstrate proficiency in End User Tools specifically Nexthink. Have a solid background in Service Desk operations and Service Now. Exhibit expertise in Windows systems and Networking. Show capability in providing Desktop Support remotely. Bring domain experience in Food Services. Adapt to a hybrid work model with a focus on day shifts.

Job Summary We are seeking a Systems Engineer with 1 to 4 years of experience to join our team in the food services domain. The ideal candidate will have expertise in Change LifeCycle Management Incident Management and End User Tools such as Nexthink. This hybrid role requires proficiency in Service Desk Service Now Windows Networking and Desktop Support - Remote. The position operates during the day shift with no travel required. Responsibilities Manage and oversee the Change LifeCycle Management process to ensure smooth transitions and minimal disruptions. Handle Incident Management by promptly addressing and resolving technical issues to maintain service continuity. Utilize End User Tools like Nexthink to monitor and enhance user experience and system performance. Provide support through the Service Desk ensuring timely and effective resolution of user queries and technical problems. Implement and maintain Service Now solutions to streamline IT service management processes. Administer Windows systems ensuring they are secure up-to-date and operating efficiently. Collaborate with networking teams to ensure robust and reliable network connectivity for all users. Deliver remote desktop support to resolve technical issues and improve user productivity. Work closely with the food services domain to understand specific IT needs and tailor solutions accordingly. Contribute to the development and implementation of IT policies and procedures to enhance operational efficiency. Engage in continuous learning to stay updated with the latest technologies and best practices in the industry. Communicate effectively with team members and stakeholders to ensure alignment and understanding of IT initiatives. Support hybrid work model by ensuring seamless integration of remote and on-site IT services. Qualifications Possess strong technical skills in Change LifeCycle Management Incident Management and End User Tools like Nexthink. Demonstrate proficiency in Service Desk operations and Service Now platform. Have a solid understanding of Windows systems and networking principles. Exhibit excellent problem-solving skills and the ability to work independently. Show experience in the food services domain understanding its unique IT requirements. Display strong communication skills and the ability to collaborate with diverse teams. Maintain a proactive approach to learning and adapting to new technologies.

Acies is looking for Product Support Specialist-Kore and Kepler to join our dynamic team and embark on a rewarding career journey Collaborate with cross-functional teams to achieve strategic outcomes Apply subject expertise to support operations, planning, and decision-making Utilize tools, analytics, or platforms relevant to the job domain Ensure compliance with policies while improving efficiency and outcomes

Service Desk - Chennai As a Systems Engineer you will be responsible for providing technical support and managing incidents over phone email chat within a hybrid remote work model. You will work in rotational shifts to ensure seamless operations and support for Windows and desktop environments. Your role will be crucial in maintaining service desk efficiency and enhancing user experience. Service Desk experience supporting US customers over voice calls, emails Excellent oral and written communication skills Knowledge of Windows, MacOS, Networking, O365 etc

Hiring for Elevator Company Profiles: Service Coordinator Communication: Hindi & English Experience: 0-1 Years Location: Sector 90, Noida. Preference: Female Candidates Only Job Summary: The Service Coordinator is responsible for scheduling maintenance and service calls, managing work orders, and providing exceptional support to both customers and technicians. Key Responsibilities: Schedule and dispatch service technicians for maintenance, repairs, callbacks, and inspections. Maintain accurate service logs and job records in company systems (e.g. CRM). Coordinate with customers regarding service appointments and follow-ups. Monitor technician availability and workload to ensure timely response and SLA compliance. Track open work orders and escalate overdue items as needed. Process purchase orders, service reports, and billing documentation. Support technicians with part orders, technical documents, and general inquiries. Communicate with vendors, suppliers, and internal departments to ensure operational efficiency. Handle customer inquiries, complaints, and service issues promptly and professionally. Ensure compliance with safety policies and industry regulations. Required Skills: Strong organizational and communication skills Proficiency in MS Office and CRM systems Ability to manage multiple projects and deadlines efficiently Interested candidates can share me your CV on the below given details. 7835018323 vimhr29@gmail.com Thanks & Regards, Milan HR Recruiter

In our always-on world, it is essential to have a genuine connection with the work you do. CommScope, due to continuous growth, is seeking an Analyst, IT Service Desk to join the team based at our site in Hyderabad. As an Analyst, IT Help Desk, you will provide first-level technical support through chat, phone, email, and remote assistance for workstation hardware, software, mobile devices, network connectivity, and audio/video conferencing systems. Your responsibilities will include account administration, software installation, routine IT tasks, resolving basic technical issues, and escalating complex problems to upper-tier support or the IT Service Desk Supervisor. Your role will involve delivering 24x7x365 IT support, working in rotating shifts, diagnosing and troubleshooting hardware, software, network, and application-related issues, managing user accounts, permissions, and access control, and leveraging ITIL best practices for smooth incident and request management. You will utilize Service Desk tools such as ServiceNow, Cisco Finesse, and Bomgar for ticketing and resolution tracking, document service requests and resolutions in the ticketing system, support critical incidents, automation initiatives, and process improvements, assist with onboarding new users, training, and Service Desk knowledge management, participate in problem management, audits, reporting, and quality control efforts, and ensure customer satisfaction through effective communication and problem-solving. Required Qualifications for Consideration: - Bachelors Degree, preferably with 3+ years of experience in IT support or help desk environments. - Experience in IT troubleshooting (hardware, software, networking, mobile devices). - Familiarity with Service Desk and ticketing systems (e.g., ServiceNow, Bomgar). - Strong communication skills, critical thinking, and customer-focused problem-solving. - Understanding of Windows OS, Active Directory, endpoint management, and workstation support tools. - ITIL Foundation certification (preferred) and experience following ITIL best practices. - Ability to work independently and collaboratively in a global IT support team. - Flexible shift rotations to maintain 24x7x365 service coverage. You Will Excite Us If You Have: - Hands-on IT support experience, ticketing tool experience, Strong Analytical & Reporting Skills, and excellent communication. After applying, learn how to prepare for the next steps in the hiring process by visiting https://jobs.commscope.com/content/How-We-Hire/ locale=en_US. CommScope is dedicated to delivering connectivity that empowers how we live, work, and learn. Our employees drive communications technology boundaries to enable groundbreaking discoveries like 5G, the Internet of Things, and gigabit speeds for all. With expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be prepared for tomorrow's needs. If you are looking to grow your career alongside forward-thinking, hardworking, and caring individuals who strive to create what's next, come connect to your future at CommScope. CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you require an accommodation for the application or interview process, please contact us at talentacquisition@commscope.com.,

Job Summary We are seeking a skilled SPE-Store&Enterprise Helpdesk professional with 1 to 3 years of experience to join our dynamic team. The ideal candidate will have expertise in Unified Service Desk and a strong understanding of POS Software & Hardware. This hybrid role requires excellent English communication skills and involves rotational shifts. Join us to contribute to enhancing customer service and operational efficiency. Responsibilities Provide technical support for Unified Service Desk to ensure seamless operations. Troubleshoot and resolve issues related to POS Software & Hardware efficiently. Collaborate with team members to enhance service desk processes and customer satisfaction. Monitor system performance and proactively address potential issues. Document and maintain accurate records of support requests and resolutions. Assist in the implementation of new service desk tools and technologies. Communicate effectively with stakeholders to understand and address their needs. Ensure compliance with company policies and procedures in all support activities. Participate in training sessions to stay updated with the latest technologies and best practices. Contribute to the development of knowledge base articles for common issues. Support the team in achieving service level agreements and performance targets. Engage in continuous improvement initiatives to enhance service delivery. Adapt to rotational shifts to provide 24/7 support coverage. Qualifications Possess strong technical skills in Unified Service Desk with hands-on experience. Demonstrate knowledge of POS Software & Hardware enhancing troubleshooting capabilities. Exhibit excellent communication skills in English both written and spoken. Show ability to work effectively in a hybrid work model. Display problem-solving skills and attention to detail. Have experience in a customer service or helpdesk environment. Be adaptable to rotational shifts and flexible work hours. Certifications Required ITIL Foundation Certification or equivalent in service management.

Supports, maintains, and troubleshoots the network computer and telecommunication systems, related peripheral devices and local area networks. Analyzes and solves complex problems of network. Required Candidate profile Remains up-to-date with the latest network computer systems, operating systems, innovations and industry best practices.

Technical Support Executive||Virtual Interview 1 Yrs in international Technical support SAL Max 8.4(30% hike on last Package) Gurgaon NP- 0-25 days Troubleshooting, ticketing, service now, service desk, DNS, DHCP, APIPA, DORA, active directory Required Candidate profile Drop Profiles sakshitiwari.img@gmail.com 8448387768

As a Support Engineer, you will be responsible for resolving incidents and service requests within the agreed Service Level Agreements (SLAs). You will work closely with internal teams, customers, and vendors to ensure timely issue resolution and effective service delivery. You will follow ITIL best practices, adhere to organizational processes, and participate in proactive initiatives to improve service quality. Key Responsibilities: Incident & Service Request Management: Resolve L1 incidents and service requests within agreed SLAs. Understand priority and severity of issues based on ITIL practices and customer agreements. Analyze repetitive s to identify high-ticket-generating Configuration Items (CIs). Follow runbook troubleshooting steps and contribute to runbook updates for continuous improvement. Ticket Management & Escalation: Escalate unresolved tickets within the organization or to customer peers as per SLA guidelines. Understand the Operational Level Agreement (OLA) between delivery layers (L1, L2, L3) and route tickets accordingly. Ensure timely follow-up on tickets, managing ticket backlogs and ensuring resolutions within agreed timelines. Ensure effective communication with respective teams and customers, based on defined processes. Collaboration & Stakeholder Management: Collaborate with different delivery towers to resolve tickets within SLA. Document and share learnings for self-reference and knowledge sharing. Participate in team and organizational-wide initiatives to improve service delivery. Lead customer and vendor calls, organize meetings with stakeholders, and actively contribute to Root Cause Analysis (RCA) meetings. Software Installation & Configuration: Install and configure software, tools, and patches as required to ensure the smooth running of customer environments. Process Adherence: Follow and adhere to organizational and customer-defined processes. Consult with mentors or senior team members when in doubt or when process clarification is needed. Abide by company policies, business conduct standards, and best practices. Training & Development: Complete all mandatory training requirements on time, as defined by the organization and customer. Provide on-the-job training and mentorship for new team members. Set personal performance goals and actively seek continuous feedback from peers and managers. Performance Management: Regularly update FAST Goals in NorthStar and track progress. Set goals for mentees and provide constructive feedback for their development. Assist new team members in understanding customer environments and expectations. Required Skills and Knowledge: Technical Skills: Understanding of customer infrastructure and the ability to correlate system failures. Ability to use ITIL practices for incident and service request management. Familiarity with common troubleshooting steps and runbook usage. Communication Skills: Strong communication skills to lead customer/vendor calls, meetings, and collaborate effectively with cross-functional teams. Collaboration & Stakeholder Management: Ability to work across multiple teams, driving timely resolutions and sharing knowledge. Problem Solving: Analytical mindset with the ability to resolve incidents and provide solutions within SLA. Customer Focus: Strong focus on meeting customer needs and delivering high-quality service. Desired Qualifications: Basic understanding of ITIL practices and frameworks. Prior experience in L1 or similar technical support roles. Familiarity with ticketing tools and service management platforms. Additional Requirements: Ability to adapt to a fast-paced work environment and meet deadlines. Willingness to participate in continuous learning and skill development. Required Skills Service Desk, Active directory, ITIL

JOB OPPORTUNITY FOR GRADUATE FRESHER & EXPERIENCE FOR BELOW SKILL WITH IMMEDIATE JOINING & BEST SALARY Fundamental Technical knowledge how on system trouble shooting, few prominent knowledge areas are:- Microsoft Windows Operating Systems (9X, NT,2000, XP) Microsoft Office Network Connectivity Print Services E-Mail and Internet mail Familiar with Lotus Notes and MS Outlook email clients. 1. Excellent communication skills, with neutral accent. 2. Excellent written communication skills with email etiquettes. 3. Good problem solving and analytical skills 4. Excellent customer service skills 5. Ability to remain calm and courteous in periods of stress, and while facing an irate customer and managing back to back calls when 6. Flexible to work 24 X 7. Educational Qualification: Any Graduation (Any B. E/ Any B. Tech will be an added advantage) Shifts Timings: Rotational Salary- 3.0L/ A to 10L/ A ( based on performance in interview). Freshers also can apply. Qualification Experience: (0-6) year in Technical support/ International Voice Process Salary: 10 LAKHS Contact Point Aditya : 9686682465 / 7760984460 /7259027295

As a Utility Bill Associate at Accenture, you will be part of the Customer Support vertical, where your primary responsibility will be managing and resolving customer queries, handling escalations and complaints, and providing the best possible solutions to ensure customer satisfaction. You will play a crucial role in closing faults and complaints within the agreed Service Level Agreements (SLAs). Ideal candidates for this role are proficient in email and chat processes, with strong typing skills. Your duties will include recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests within the defined scope of support. You will also be tasked with managing unplanned interruptions to restore normal service operations promptly, particularly for non-voice interactions such as email, web, and chat. In this position, you will be expected to solve routine problems following established guidelines and precedents. Your interactions will primarily be with your team members and direct supervisor. You will receive detailed instructions on daily tasks and new assignments, with the decisions you make impacting your own work. This role involves working as an individual contributor within a team, focusing on a specific scope of work. Please note that this role may require you to work in rotational shifts. If you are someone with 1 to 3 years of experience and a background in Backoffice - Service Desk Non-Voice Support, holding a degree in any discipline, this opportunity at Accenture could be the next step in your career. Visit us at www.accenture.com for more information.,

Role: Service desk lead Do: - To support the service desk agents in prompt delivery & customer service - Advise and collaborate with the agents on current issues and works toward the resolution of tickets - Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up - Coordinate with other IT teams as appropriate for closure of any escalated ticket - Act as a liaison between Service Desk and other teams to ensure effective communication between teams - To provide liaison and governance at both internal & client levels - Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations - Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets - Lead in the development of good customer service practices across the service desk - Produce statistics and management reports of the service desk to client & management - Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines - Capacity planning and capability development - Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment - Conduct shift planning to meet the service requirements of the client as per SLAs agreed - Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk - Assist SD agents by providing first line support when workloads are high, or where additional experience is required - Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. - Team Management - Resourcing - Forecast talent requirements as per the current and future business needs - Hire adequate and right resources for the team - Train direct reportees to make right recruitment and selection decisions - Talent Management - Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness - Build an internal talent pool of HiPos and ensure their career progression within the organization - Promote diversity in leadership positions - Performance Management - Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. - In case of performance issues, take necessary action with zero tolerance for will based performance issues - Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below - Employee Satisfaction and Engagement - Lead and drive engagement initiatives for the team - Track team satisfaction scores and identify initiatives to build engagement within the team - Proactively challenge the team with larger and enriching projects/initiatives for the organization or team - Exercise employee recognition and appreciation Mandatory Skills: SD - Remote Desktop Support.: Experience: 5-8 Years.

Role: The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc. Mandatory Skills: Service Desk Management.

Company Overview Incedo is a US-based consulting, data science and technology services firm with over 3000 people helping clients from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science & healthcare industries. Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep technology and domain experts, and global teams. Incedo University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect or a domain expert based on your skills and interests. Our Mission is to enable our clients to maximize business impact from technology by Harnessing the transformational impact of emerging technologies Bridging the gap between business and technology Role Description About the Role We are seeking a skilled and motivated Senior System Administrator to join our IT team. This role is responsible for handling advanced technical support tasks, troubleshooting escalated issues, and ensuring timely resolution of user problems related to IT infrastructure, network connectivity, and system access. You will work closely with L1 support teams, end-users, and infrastructure teams to maintain smooth IT operations and enhance user satisfaction. Key Responsibilities Efficiently handling and resolving of technical issues Provide advanced troubleshooting for hardware, software, OS, and application issues Support users in day-to-day IT problems across desktops, laptops, mobile devices, and printers Manage user account administration Diagnose and resolve basic networking issues (IP conflicts, DNS/DHCP issues, LAN/Wi-Fi problems) Coordinate with third-party vendors and internal teams for issue resolution Document solutions and maintain knowledge base articles Participate in system upgrades, migrations, and routine maintenance tasks Provide remote support using tools like RDP, TeamViewer, or equivalent Technical Skills Required Skills & Qualifications 57 years of experience in IT support, desktop support, or helpdesk roles Strong knowledge of Windows 10/11 and Microsoft Office Suite Basic understanding of networking (TCP/IP, DNS, DHCP, VPN) Experience with Active Directory, user provisioning, and permissions Familiarity with ticketing systems (e.g., Service Desk Plus, Jira) Excellent troubleshooting and problem-solving skills Strong interpersonal and communication skills Ability to prioritize tasks and work under minimal supervision Nice-to-have skills Qualifications Preferred Qualifications ITIL Foundation certification (optional but preferred) Preferred graduation in computers Exposure to remote support tools and asset management platforms Experience supporting Microsoft 365

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: TIS Service Desk.

Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc

Service Desk Coordinator What this job involves: Centralising all logs and requests What were looking for is an expert who can effectively streamline processes and requests. Reporting to the property manager, youll provide superior call logging servicesreceiving and logging complaints containing complete details of the requests. In line with this, youll tag each request with unique identity numbers to determine the nature of issues, and to dispatch them to the appropriate department. Youll also follow up on the progress of each request by coordinating with respective assignees and monitoring their response time. Furthermore, youll keep tabs on feedback and communicate with the requestor to ensure the closure of the task. Youll also prepare daily and weekly reports on call status, as well as monthly reports on recurring calls. Assisting building engineers in conducting analyses is also within your scope. Performing other ad hoc tasks As an expert in the field, you must be flexible in taking other responsibilities aside from your core tasks. Part of your mandate is to contribute to the monthly management report for our clients. Likewise, youll work closely with admin personnel in processing invoices. Likewise, youll be working side-by-side with both engineering and facilities departments in handling our contractors and developing operational procedures. Ensuring workplace safety is also within your scope. To do this, youll actively participate in health and safety reviews and identify potential risks. Youll also participate in emergency evacuation procedures as needed. Sound like you To apply you need to have: Proven industry experience Are you a degree holder with three to five years experience in facilities management Do you have a solid background in helpdesk operations and strong working knowledge of occupational safety Do you have a proven track record in rolling out improvement initiatives If you said yes to all these, then we encourage you to apply. Collaborative mind set At JLL, we believe that collaboration plays a central role in achieving successthats why you must demonstrate flexibility in working with a team. Likewise, you must possess a customer-centric focus and superior organizational skills to manage daily activities effectively. You must also be equipped with excellent communication skills to coordinate effectively with colleagues and clients.

Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc Mandatory Skills: TIS Service Desk.

Do: - To support the service desk agents in prompt delivery & customer service - Advise and collaborate with the agents on current issues and works toward the resolution of tickets - Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up - Coordinate with other IT teams as appropriate for closure of any escalated ticket - Act as a liaison between Service Desk and other teams to ensure effective communication between teams - To provide liaison and governance at both internal & client levels - Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations - Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets - Lead in the development of good customer service practices across the service desk - Produce statistics and management reports of the service desk to client & management - Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines - Capacity planning and capability development - Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment - Conduct shift planning to meet the service requirements of the client as per SLAs agreed - Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk - Assist SD agents by providing first line support when workloads are high, or where additional experience is required - Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. - Team Management - Resourcing - Forecast talent requirements as per the current and future business needs - Hire adequate and right resources for the team - Train direct reportees to make right recruitment and selection decisions - Talent Management - Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness - Build an internal talent pool of HiPos and ensure their career progression within the organization - Promote diversity in leadership positions - Performance Management - Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. - In case of performance issues, take necessary action with zero tolerance for will based performance issues - Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below - Employee Satisfaction and Engagement - Lead and drive engagement initiatives for the team - Track team satisfaction scores and identify initiatives to build engagement within the team - Proactively challenge the team with larger and enriching projects/initiatives for the organization or team - Exercise employee recognition and appreciation Mandatory Skills: SD - Remote Desktop Support. Experience: 5-8 Years.