It Second Line Support Analyst Job in Mott Macdonald Group Ltd
It Second Line Support Analyst
Mott Macdonald Group Ltd
4+ weeks ago
- Chennai, Tamil Nadu
- Not Disclosed
- Full-time
Job Summary
- Resolve/fulfil incoming Second line(Level 2) incidents and requests for all transitioned and supported IT services in a 24x7 support environment
- Provide event management support as per the defined process
- Do patching/updates for defined services
- Handling service now queues for incidents, requests and changes in a customer-friendly and professional manner
- Record all actions, conversations and work undertaken in the IT Service Management Tool (Service Now)
- Within Service Now, use the knowledge base for known errors and work around to aid diagnosis or resolution
- Graduate or equivalent qualification in an IT-related discipline.
- Minimum of 4 years or more work experience in Service Desk/IT support environment.
- Experience of Microsoft Windows 10 and Microsoft services support.
- Experience troubleshooting issues related to Microsoft Office16 /O365 suite, Teams/Skype.
- Experience in troubleshooting issues related to permissions, security, access, information management systems, Unified communications.
- Exceptional interpersonal skills, with a focus on listening, and questioning.
- Exceptional oral and written communication skills.
- Knowledge of basic desktop/ laptop computer hardware and peripherals.
- Working knowledge of active directory, MS Exchange and Skype.
- Proven experience resolving incidents quickly by using remote support tools.
- Knowledge of ITIL Service Management best practices.
- ITIL V3/V4 foundation
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