XO team is hiring a
Service Desk L1, Remote - India

Summary

The job description is for a remote Service Desk L1 position at Base8, a technology and business consulting company. The role involves managing service desk incidents and requests, using the IT Service Management Tool (ServiceNow), and providing IT support for various technologies. Required qualifications are a bachelor's degree in computer science or related field, excellent communication skills, experience with international clients, flexibility to work night shifts, knowledge of Windows, AD, 0365, etc., and Active Directory, Outlook, Network, and Windows troubleshooting.

Requirements

• Fresher or 0-2 yrs experience can work with our Service Desk Team
• Bachelor's degree in computer science, Information Technology, or related field
• Excellent communication skills (must)
• Must have worked with International Clients
• Flexible to work in night shifts
• Graduate or equivalent qualification ideally in an IT-related discipline
• Knowledge of Windows, AD, 0365, etc
• Active Directory, Outlook troubleshooting, Network troubleshooting, Windows Troubleshooting

Responsibilities

• Record all actions, conversations, and work was undertaken in the IT Service Management Tool (Service now)
• Use the knowledge base for known errors, and work around to aid diagnosis or resolution
• Understand contractual goals and Service Level Agreements (SLAs)
• Manage both online (phone support) and offline (email support) and manage their time between the two efficiently
• Learning more advanced troubleshooting skills and techniques
• May work on clients with unique requirements
• Resolve/fulfill incoming Service Desk incidents and requests from internal staff
• Provide IT support for many technologies (mostly Microsoft) to a wide user base
• Handle incoming telephone calls, emails, and self-service tickets in a customer-friendly and professional manner

Preferred Qualifications

Location: Hyderabad