Helpdesk Agent

Education:

Bachelor's degree in business, Computer Science, or related discipline required.

ITIL Foundation certification would be required.

Essential:

You must have 3-5 years of experience in working with IT Helpdesk roles supporting Applications.

You must have proficiency with MS Office products, knows a bit about IT Services such as desktop, software and able to do Excel reporting.

Fluent in English and can manage calls easily.

Candidate will work with Helpdesk and perform varied tasks such as attending user calls, user emails, raising tickets in BMC Service management tool, Helix.

Events monitoring from the Alert management tool.

Experience in service management tools such BMC Helix, Service Now, etc,

4-5 years of managing complex IT queries and requests in a matrix environment or Operational Line experience is preferred.

Understanding of on one or more of the following disciplines is required: Open Systems, Mainframe, Storage, Network, Web/Application/Middleware services, Service Management functions, or Application Development.