Role description
Role-Service Desk
Mandatory Skills : Jira Service Desk, Servicedesk, Windows Server
Mode-5 days from Office
Location-Bari,Italy
Mode- Perm/FTE
Responsibilities
First point of contact for all end user reporting technical issues over the phone Chat or email or web
Responsible for providing the first line of technical support of hardware Operating Systems subsystems andor applications for customers andor employees
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Applies basic diagnostic techniques to identify issues investigate causes and recommend solutions to correct common failures
Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
Escalates if needed unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
Maintains call quality and response times as per the agreed SLAs Strict adherence to meeting all the agreed SLAs and KPIs
Log all incidents and requests in the ITSM tool Maintains records of calls and ensure all cases are updated in the system and categorize and record reported queries and provide solutions
Advise users on appropriate course of action
Monitor issues from start to resolution
Responds to common requests for service by providing information to enable fulfilment Promptly allocates unresolved calls as appropriate
Maintains records informs users about the process and advises relevant persons of actions taken
Adhere to the documented policies and procedures
Pass on any feedback or suggestions by customers to the appropriate internal team
Engages other support teams or resources as when appropriate to resolve tickets
Use appropriate CTI classification for incidents and requests
Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution escalation or communication of status updates
Maintain confidentiality with regards to client customer information adhere to the NDA guidelines
Identify major incidents and invoke the major incident management process
Identify new issues and contribute to Knowledge Base development
Install modify and repair computer hardware and software
Required
Candidate Profile: Minimum 25 years of relevant experience working as Helpdesk Associate
Should possess basic understanding of ITIL Practices
Should have strong verbal written communication and interpersonal skills
Skills
RequiredExposure to handling desktopapplication issues in a remote support setup
Should have exposure to ITSM ticketing tools ie ServiceNow Cherwell Symphony Summit etc
Good interpersonal organization and customer services skills
Additional Professional
CertificationsITIL Foundation Certification is an advantage
Certification on any technical front O365 Azure Windows etc would be good to have
Skills
Mandatory Skills : Jira Service Desk, Servicedesk, Windows Server
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
