Job Title

Greetings from Live Connections Role Information -Service Desk Agent Role Designation-Senior Technical Support ExecutiveMandatory requirement for experienced candidates:Min. 12-18 months’ work experience in IT Service Desk/ Tech support process providing remote support for Password Reset, Account Unlock using Active Directory, Basic knowledge of Azure AD, O365 exchange admin.Basic Knowledge of Shared Mailbox, Distribution List, User Mailbox, Conference Room, Outlook profile configuration, MS Teams synchronization issues, SharePoint and ODB related issues.Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for BusinessExperience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, EncryptionsIntermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.Basic networking knowledge• To participate in an on call rota, providing a 24 hours, first line support service to users. To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.Update incidents with detailed and relevant information in a timely and effective manner;Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;Escalate an incident or troubleshoot tickets according to the company escalation processes;Ensure Customer Service Level Agreements are met or exceeded;Respond to customer enquiries in a timely and efficient manner;Ensure appropriate documentation of the interaction on the customer’s account in the prescribed formatExecute transactions as per prescribed guidelines and timelinesEnsure customer/user confidentiality and data protection at all timesEducation and other requirementExperience (12-18 Months)Willingness to work in rotational shiftsExperience of at least 12 – 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution. • Understanding of ITIL working practices • Problem solving associated with a mixed computing environment. Apply on anusha.maddeboina@