Responding to calls chats & self-service tickets
Effective triage & resolving associates technical issues & requests.
Clear documentation of the issues & escalating to L2 / L3 teams for the issues beyond SD scope of support.
Collaborate with other members of the Service team to properly manage & document customer inquiries and escalate when necessary.
Follow standard service desk processes and procedures.
Identify and escalate priority issues to the pertained teams.
An ability to communicate with associates & own the responsibility to cater the information to succeeding teams.
Qualifications
Any Graduate with 10+2+3 years of education, preferably from Computer’s background
4-5 years of good technical knowledge in supported customer specific Hardware and SW environment
Problem solving ability – identify and resolve.
Ability to communicate clearly and accurately.
Active listening skills.
Mandatory technical skills like MS OS, Microsoft Office suite, Citrix, VPN & Network related issues, Basic knowledge on Active Directory, O365 user administration.
Should be able to provide remote assistance to end users.
Supporting Desktop, Laptops Printers & mobile phones.
Preferred Qualifications
Willingness to work in rotational shifts, based on business requirement.
Understanding of ITIL & ITSM work structure (certification Optional)
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