Experience: 2-4 Years
Location: Bangalore, Noida
Shift: US Night Shift.
Candidates with immediate joining will be preferred.
Skills Expectation:
Working Knowledge of Operating Systems such as Windows 7 & 10.
Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications.
Working knowledge of MS Office suite & Skype for business.
Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management.
Role and responsibilities:
RRT Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions when an end user has been unsuccessful working under the direction of the Level 1 Customer Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside support team for resolution or as per the KBA defined (for outside the scope of Deskside)
Resolve Incidents and Problems associated with End User Devices and End User Software, and provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately be responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to End User Devices and End User Software.
Contact the end user via phone to schedule the remote session call and coordinate with onsite assistance if required.
Route / reassign calls to other levels of support, as required if miss-assignment occurs Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems and Service Requests.
Update the ITSM Tool fields upon successful resolution of the Incident.
Utilize Providers remote tool to enable remote takeover sessions.
Attempt to resolve certain Incident Types by remotely taking control of the End User Device, provided the End Users system is accessible.
Utilize remote controls to manage and update desktop system Software, and to maintain configuration of systems and applications.
Request end-user approval for remote takeover of system in support of incident resolution or request fulfillment .
Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven.
Recruiter Info
Parul Sharan
Job Description Experience in Software selling- Sales and account management experience within the IT industry Ensure sales opportunities are successfully...
Apply For This JobJob Brief: We are seeking a results-oriented IT administrator to manage our company’s computer infrastructure and supervise our IT department....
Apply For This JobJob Description Job Title : .Net+React Developer(Senior Specialist -Software Engineering) Location : Mumbai, Pune, Bangalore, Chennai Experience :3.5 Years to...
Apply For This JobJob Description :Amazon Go is a store with no lines and no checkout-you just grab and go! Customers use the...
Apply For This JobCompany Description PubMatic (Nasdaq: PUBM) is an independent technology company maximizing customer value by delivering digital advertising’s supply chain of...
Apply For This JobFull Job Description Desired Skills:Experience in ITGC, SOX, SOC1/2 audits, ISO 27001 Audit Frameworks, TPRM Audits, IT Application Control &...
Apply For This Job