Service Desk Specialist

As a Service Desk Specialist at Birlasoft, you will play a crucial role in providing 24/7 support for US and Canada users in a remote L2 support model. With your strong technical skills on the Windows desktop platform and proficiency in English, you will be responsible for responding to client support requests and identifying the nature of the problems faced by users. Your duties will include resolving user issues related to basic desktop problems such as software images, software packages, patches, security updates, and necessary tools for user desktops and laptops. You will escalate software and application issues to the relevant teams while troubleshooting hardware and software issues remotely. Additionally, you will provide support for OS, Office applications, basic system applications, and Anti-Virus clients. To excel in this role, you must have a solid understanding of ITIL processes and MIM. You will be expected to install, modify, and perform minor repairs on computer hardware and software systems. Furthermore, your knowledge of VPN configuration and mobile device security protocols will be essential for ensuring data protection. As a Service Desk Specialist, you will engage with users through various communication channels such as support calls, chat, and email to address queries related to software programming, connectivity, password resets, Outlook issues, and printing. You will work closely with users to identify and resolve problems efficiently, managing user accounts, groups, and permissions within Active Directory to ensure secure access. This role involves 24/7 operations with rotational shifts and week offs. Therefore, your flexibility and availability to work in different shifts are critical. In addition to your technical background and communication skills, a sound knowledge of Active Directory, O365, MS-Office, software and hardware installation, and basic network support will be beneficial in performing your responsibilities effectively. If you are a dedicated professional with a passion for providing excellent customer support and possess the required technical expertise, we welcome you to join our team at Birlasoft and contribute to our mission of empowering societies worldwide through innovative digital solutions.,