KDNI - Associate Consultant - Service Desk

• Tracking and responding to client inquiries and issues by monitoring ticket queues and handling emails.
• Coordinating with technical, application support, and project teams to ensure timely completion of assigned tasks.
• Handling escalations promptly and resolving them with careful oversight.
• Knowledgeable in Azure Entra ID with hands-on experience in core user administration functions.
• Basic knowledge of virtual machines, including user creation and security group setup within the VM environment.
• Ensuring the best practices are followed by using ITIL frameworks
• Skilled in evaluating service request urgency and maintaining SLA commitments.
• Working knowledge of PowerShell, with the ability to execute commands and perform basic navigation
• Basic understanding of the project management domain and strong hands-on experience in creating process documentation

Job Requirements

• 3-5yrs of experience in Service Desk or Help Center environment
• ITIL foundation certified and knowledge on basics of Azure Fundamantals would be a value add
• Good knowledge of Infrastructure Management frameworks, Service Management
• Hands on ticketing tools like Service Now, Remedy, etc
• Identifying critical and severe requests/incidents and able to manage them efficiently
• Experience in Outage management and incident management
• Flexible to work in rotational shifts
• Excellent communication skills
• Adaptive & quick learnerTracking and responding to client inquiries and issues by monitoring ticket queues and handling emails.
• Coordinating with technical, application support, and project teams to ensure timely completion of assigned tasks.
• Handling escalations promptly and resolving them with careful oversight.
• Knowledgeable in Azure Entra ID with hands-on experience in core user administration functions.
• Basic knowledge of virtual machines, including user creation and security group setup within the VM environment.
• Ensuring the best practices are followed by using ITIL frameworks
• Skilled in evaluating service request urgency and maintaining SLA commitments.
• Working knowledge of PowerShell, with the ability to execute commands and perform basic navigation
• Basic understanding of the project management domain and strong hands-on experience in creating process documentation

Desirable Requirement/Preferable but not mandatory

• Basic knowledge or hands on JIRA/Confluence
• >> Qualification

• Post Graduate Degree from a Tier 1 / Tier 2 institute.
• Knowledge of Agile, Continuous Integration practices strongly preferred
• Knowledge of ITIL or similar IT best practice methodology
• Identifying critical and severe requests/incidents and able to manage them efficiently
• Experience in Outage management and incident management
• Sound knowledge on ITIL concepts (certification preferred)
• Experience or familiarity with Active directory Administration.
• Basic knowledge or hands on Atlassian products.