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Company Ciena
Website www.ciena.com
Eligibility Any Graduates
Experience Freshers
Location Gurgaon
Ciena
Job Role: Global IT Service Desk Associate
Job Summary :
The IT Global Service Desk Associate provides hardware, software, and networking technical assistance to the global Ciena community. Provide assistance with the access control function. This position has frequent contact with the global Ciena employees and independent vendors.
Provides PC hardware, software, and network service desk support via phone and web to the global Ciena community
Provides call logging, problem resolution, tracking and escalation for all issues using Service NOW
Provides first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives
Diagnoses/supports client applications
Researches questions regarding software/hardware installations, error messaging and status
Assumes additional responsibilities and performs special projects as needed or directed
Outstanding people skills and customer service skills
Ability to handle rapidly changing priorities, high visibility-high stress situations
Excellent interpersonal and telephone skills
Very organized
Ability to learn new products quickly
Prior service desk experience
Good troubleshooting skills/structured problem solving skills
Self directing; able to function independently
Knowledge of commonly used ITIL concepts, practices and procedures
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