IT Service Desk

6 days ago

Hyderābād, Sindh, Pakistan Hitachi Vantara Corporation Full time 33,000 - 60,000 per year
Our Company

We're Hitachi Vantara, the data foundation trusted by the world's innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks ­– can focus on achieving the incredible with data.   

If you've seen the Las Vegas Sphere, you've seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we're laying the foundation for our next wave of growth.  We're looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.


The team

The IT Service Desk Agent's role is to provide professional, courteous, effective, and advanced technical support and customer service to all internal employees. At a high level, this includes receiving, prioritizing, documenting and resolving/escalating end user's requests and issues.

 The role

Field incoming interactions to the Service Desk via phone, chat and self-service regarding computer related and mobile device related requests and issues.
During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool.
Using company established rules, prioritize end user's requests and issues.
Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group.
Communicate effectively with end users in all stages of the incident management process; including initial interaction, triage, escalation and status updates as requested.
Manage individual incident queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA.
Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users.
Participate in team projects that enhance the effectiveness of the Service Desk.
Other duties as needed.

What you'll bring

 Associate's Degree in Computer Science or other related field and 3-5 years relevant work experience.
Understanding of Okta, Active Directory, Exchange Management Console, SCCM/Intune,Citrix XenDesktop and Cisco/Palo Alto VPN.
Working knowledge of computer hardware and software. Understanding of mobile device support; including Android and iOS.
Interpersonal skills, with a focus on rapport-building, listening and questioning skills.
Proven customer service skills.


 
About us
 
We're a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential.

#LI-SP7

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