Technical Service Desk role at SHI LOCUZ in Hyderabad
Job location: SHI LOCUZ
8th Floor, Krishe Sapphire, Metro Station, Durgamma Cheruvu, Sri Sai Nagar, Madhapur, Hyderabad, Telangana 500081
Ph: +91 (40) 69394600
Experience Required: 2 to 4 years
Work Model: WFO - Mandate
Shift Timings: Rotational shifts
Preferred Knowledge: ServiceNow Ticketing Tool
Key Responsibilities:
- Act as a single point of contact for end-users regarding IT-related issues and queries.
- Ensure service delivery meets SLA requirements and customer expectations.
- Log, categorize, prioritize, and resolve incidents reported by end-users via phone, chat, or email.
- Communicate effectively with users regarding incident status and resolution.
- Collaborate with application and infrastructure support teams for incident resolution.
- Adhere to ITIL principles for incident management and service request fulfillment.
- Provide first-line support for IT issues (e.g., desktops, laptops, printers).
- Use ITSM tools (preferably ServiceNow) to log and manage incidents and service requests.
- Escalate unresolved issues to Level 2/Level 3 resolver groups.
- Maintain high customer service standards and adhere to SOPs and defined processes.
Skills and Experience:
- Excellent communication and customer handling skills.
- Hands-on experience with ITSM tools, especially ServiceNow.
- Experience with first-line support and troubleshooting of IT hardware/software (e.g., desktops, laptops, printers).
- Ability to work in 24/7 rotational shifts and flexible hours.
- Knowledge of Active Directory, MS Office, and basic network troubleshooting.
- Experience with MS Outlook, VPN, Remote Desktop Management, and Unix OS (HP Unix, Solaris, AIX, Linux) is a plus.
- Support for applications such as SnagIt, TeamViewer, MS apps, Duo MFA, SolarWinds, and others.
Scope of Support:
- Password resets & account unlocks (Active Directory and other apps)
- MS Office and Outlook issues
- Printer troubleshooting & access management
- Basic troubleshooting for laptops, desktops, and networks
- VPN, email client issues, and remote server management
- Basic support on Unix OS (HP Unix, Solaris, AIX, Linux)