Consultant - IT Service Desk Job

YASH Technologies is a leading technology integrator specializing in helping clients reimagine operating models, enhance competitiveness, optimize costs, foster exceptional stakeholder experiences, and drive business transformation.

At YASH, we’re a cluster of the brightest stars working with cutting-edge technologies. Our purpose is anchored in a single truth – bringing real positive changes in an increasingly virtual world and it drives us beyond generational gaps and disruptions of the future.

We are looking forward to hire IT Service desk Professionals in the following areas :

Experience

3-5 Years

Job Description

ROLE AND RESPONSIBILITIES:

Mandarin+English speaking candidate needed

• Primary contact point for end users via phone/Chat/self-service tickets.
• Qualify and Open tickets for remediation of events.
• Triage Tickets to respective teams.
• Regular update and follow up on tickets in the queue
• Follow up tickets till closure.
• Ability to manage a variety of technically complicated tasks effectively
• Experience in Remote support and troubleshooting skills.
• Understanding of Basics Hardware accessories / devices and peripherals
• Should be flexible for rotational shifts
• Excellent oral and written communications skills
• Exposure in practicing ITIL standards for Infrastructure management
  
  

Desirable Skills

• Able to understand the email flow issues internal & external
• End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).
• Demonstrate a high level of customer relationship skills which includes email etiquette.
• Good Communication skills, follow up skills, Willingness to work in rotational shifts
• Good Communication skills follow up skills, Willingness to work in rotational shifts.
• Remote troubleshooting
  
  

Primary Skills

Required Technical/ Functional Competencies

Resource should speak Mandarin.

• 2-4 years of call taking profile with core Help Desk Skills
• Basic Understanding of the Enterprise IT Infra set up
• Basic knowledge on Active Directory.
• 3+ years’ experience supporting wide multiple versions of operating system
• Basic O365 Administration using Office365 Admin Console.
• Strong writing and documentation skills a must including being able to train other Engineers as and when required.
• Good knowledge on trouble shooting email client issues like Outlook.
• Excellent Hardware and software troubleshooting skills
• Good understanding in handling Microsoft office suite functionality and troubleshooting skills.
• Fluent in English and Mandarin, in both oral and written communication
• Good knowledge in Utility software technical knowledge such as Antivirus and others.
  
  

Qualifications And Education Requirements

• A Bachelor’s / Master’s Degree in Computer Engineering, Information Technology
• ITIL V4 Foundation training or certification
• Knowledge and experience using OS like windows, Mac and Linux
• Working knowledge of MS Office (PPT, Excel, Word)
• Certification – ITIL V4, Modern Desktop administrator (MD 103)
  
  

Accountability

Required Behavioral Competencies

• Takes ownership for and ensures accuracy of own work, meets deadlines, and asks questions about possible gaps to ensure clarity of ownership.
  
  

Agility

• Demonstrates a willingness to accept and embrace differing ideas or perceptions which are beneficial to the organization.
  
  

Collaboration

• Participates in team activities and reaches out to others in team to achieve common goals.
  
  

Customer Focus

• Displays awareness of customers stated needs and gives priority to meeting and exceeding customer expectations at or above expected quality within stipulated time.
  
  

Communication

• Effectively communicates in written and oral form, well-organized thoughts to others. Speaks openly and honestly with all employees.
  
  

Drives Results

• Demonstrates a "can do" attitude and is willing to stretch self to achieve and exceed defined goals/targets.
  
  

Certifications

Service Desk: MD-101 (6 months post hiring), ITIL V4 Foundation

Microsoft MD-102: Endpoint Administrator

At YASH, you are empowered to create a career that will take you to where you want to go while working in an inclusive team environment. We leverage career-oriented skilling models and optimize our collective intelligence aided with technology for continuous learning, unlearning, and relearning at a rapid pace and scale.

Our Hyperlearning workplace is grounded upon four principles

• Flexible work arrangements, Free spirit, and emotional positivity
• Agile self-determination, trust, transparency, and open collaboration
• All Support needed for the realization of business goals,
• Stable employment with a great atmosphere and ethical corporate culture

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