job description :
• Handling all the Inbound calls, chat and emails in service desk
• Handling Basic L1 level queries from end users
• Diagnose and quickly resolve a wide range of Windows applications issues
• Basic troubleshooting knowledge for internet/LAN and WAN Connectivity issues
• When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System
• Remotely Install, upgrade, support and troubleshoot Windows OS and any other authorized desktop applications on Laptops/Desktops.
• Install, upgrade, support and troubleshoot for printers & related computer hardware.
• Performs general preventative maintenance tasks on computers, laptops & printers
• 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
• 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
• Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.
• Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable applications
• Working knowledge to resolving basic L1 issues on Unix/Linux platform.
Customer Focus
• Providing timely and accurate resolution of technical issues experienced by the Users.
• Excellent communication skills.
• Identify and escalate severe issues which could cause production impact.