• Handling all the Inbound calls, chat and emails in service desk
• Manage tickets that L1 engineers need assistance
• Handling Basic L1 queries from end users
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures
• Diagnose and quickly resolve a wide range of Windows applications issues
• Good troubleshooting knowledge on internet and VPN issues
• When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System
• Install, upgrade, support and troubleshoot for printers & related computer hardware.
• Knowledge of Citrix and VPN
• Customize & configure desktop hardware to meet specifications and business standards
• Email account administration, i.e., account creation and management and distribution lists on Office 365
• Robust queue management ability
• User account administration, i.e., account creation and management and password resets on Active Directory
• Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
• Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool
• Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applications
• Good understanding of computer systems, mobile devices and other tech products
• Efficiently manage technical escalations
• Good knowledge on Incident Management
• Strong ability to quickly co-ordinate MIM tickets by engaging relevant resolver teams
• Provide On-Call support at times when required
Customer Focus
• Providing timely and accurate resolution of technical issues experienced by the Users.
• Excellent communication skills.
• Must be able to demonstrate a customer first approach to support
• Identify and escalate severe issues, which could cause production impact.
• Natural aptitude for trouble shooting & problem solving
• Have solid experience in a helpdesk or technical support environment
• Excellent skills on managing queues in service desk
Technical Skillset – Good to Know
• Active Directory
• Citrix
• O365
• Microsoft Windows
• Mobile Operating Systems (Android/iOS)
• SharePoint
• Knowledge of Laptop/Desktop/Tablet issues
• VPN Troubleshooting
• Mobile Device Management
• Excel Reporting (Good to have)
Required Background Experience
• Any Graduate
• 0-5 years in a service desk environment
• Hands on experience working in ITSM tools like Service Now, Remedy etc.
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