Virtusa
IT helpdesk
Job Description
IT helpdesk
Job Description
Provides IT support to internal users. Should be comfortable interacting with international customers in English language. The profile requires working extensilvely with computers and head phones to take inbound / outbound calls. Will be part of a global support operations group virtual team with peers from major Bechtel offices globally.
Position Duties/Responsibilities
Provides frontline IT support to users over phone and email.
Ticket monitoring and Remote support
Windows troubleshooting
Performs activities such as Network Account Password reset and Unlock; Security Token PIN reset, adding
users to Access groups to grant permissions to applications/resources
Creates and Manages User accounts
Coordinates with users and support team(s) and schedules Account/Network resource migration
Creates proper documentation using ServiceNow ticketing tool
Tracking of issues and solutions; resolving or routing; escalating where appropriate
Ensures seamless shift hand-over
Performs other special projects as assigned
Required Basic Qualifications & Skills
Bachelors Degree in any stream
2+ years of experience in the field of IT support
Excellent customer service skills and team player are must
Experience with Service Now ticketing tool is desirable.
Must have exceptional oral and written communication skills
Ability to document properly in written format in a timely manner.
Must have the ability to work in a demanding environment with multiple priorities.
Candidate should be ready to work in different shifts as per roster
Candidates with international exposure in providing IT support will be preferred
Rotating weekend work will be necessary in order to support a 24x7 global delivery model.
Mandatory skills:
Windows Troubleshooting
Office 365
Active Directory
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