Job Title

Greetings from Live ConnectionsRole Information -Service Desk AgentRole 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 Business - Experience 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, Encryptions - Intermediate 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 format - Execute transactions as per prescribed guidelines and timelines - Ensure customer/user confidentiality and data protection at all timesEducation and other requirement- Experience (12-18 Months) - Willingness to work in rotational shifts - Experience 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@