Service Desk Operations Specialist

4 weeks ago


New York, New York, United States LTIMindtree Full time

Explore a challenging opportunity as a Service Desk Engineer at LTIMindtree, a global technology consulting and digital solutions company. We are seeking an experienced professional to join our team and provide top-notch support to our clients.

This exciting role requires a strong background in ITIL methodologies, including Incident, Service Request, Change, and Problem management. You will be responsible for providing phone call and chat support to our end-users, resolving technical issues, and escalating severe problems to the appropriate resolver group. Your excellent communication skills, customer handling skills, and ability to work in shifts will be essential in this role.

To be successful, you will need to have a good understanding of Windows Active Directory, O365, Networking basics, and other technical skills listed below. You will work closely with our team to achieve project deliverables, SLAs, KPIs, and improvements.

Key Responsibilities:

  • L1 Technical Support
  • Handling all inbound calls, chat, and emails in the service desk
  • Diagnosing and resolving a wide range of Windows applications issues
  • Basic troubleshooting knowledge for internet, LAN, and WAN connectivity issues
  • Escalating issues beyond the scope of support to the appropriate resolver group
  • Remotely installing, upgrading, supporting, and troubleshooting Windows OS and other authorized desktop applications
  • Installing, upgrading, supporting, and troubleshooting printers and computer hardware
  • Performing general preventative maintenance tasks on computers, laptops, and printers
  • Configuring and customizing desktop hardware to meet specifications and business standards
  • Email account administration, including creation and management, and distribution lists on Office 365
  • User account administration, including creation and management, and password resets on Active Directory
  • Familiarizing end-users with basic software, hardware, and peripheral device operation, and solving basic queries
  • Taking ownership and responsibility of queries, issues, and problems, and documenting in the ITSM Tool
  • Configuring iPads, iPhones, and Android devices for users to enable email access and connectivity on the go

Required Skills:

  • Networking experience in LAN/WAN environments
  • Good knowledge of Active Directory
  • Citrix
  • O365
  • Microsoft Windows
  • Mobile operating systems (Android, iOS)
  • Antivirus

Benefits and Perks:

  • Comprehensive medical plan covering medical, dental, and vision
  • Short-term and long-term disability coverage
  • 401(k) plan with company match
  • Life insurance
  • Vacation time, sick leave, paid holidays
  • Paid paternity and maternity leave

LTIMindtree is an equal opportunity employer committed to diversity in the workplace. We make employment decisions without regard to race, color, creed, religion, sex, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability, genetic information, or any other characteristic protected by applicable federal, state, or local law. Except where such considerations are bona fide occupational qualifications permitted by law.


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