Posted 11 July, 2026
Service Desk
Diverse Lynx
Mumbai,Maharashtra
Full Time
Reference: 365_569689_17-00180
- Log all incidents and requests in the ITSM tool
- Addresses and resolves basic Incidents and Service Requests
- Engages other support teams or resources as & when appropriate to resolve tickets
- Use appropriate CTI classification for incidents and requests
- Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation or communication of status updates
- Act as a single point of contact for the end users / customers
- Adhere to the documented policies and procedures
- Maintain confidentiality with regards to client / customer information & adhere to the NDA guidelines
- Hands on experience on ITSM tools like ServiceNow, Remedy
- Excellent technical knowledge on Windows 7, Mac OS X, Citrix, AD, Exchange, Remote Access Management tools, Mobility support and Office applications
- Perform User Access Management and System Administration tasks as per the documented processes
- Handle Exchange, VPN, Lync, Citrix, Mobility and client specific application queries as per the documented processes
- Competent in handling software installation and troubleshooting
- Identify major incidents and invoke the major incident management process
- Strict adherence to meeting all the agreed SLAs and KPIs
- Identify new issues and contribute to Knowledge Base development
