Ø Good Knowledge of Laptop/Desktop troubleshooting.
Ø Knowledge about Antivirus/VPN/Windows OS/O365/GSuite/Active Directory.
Ø Internet / Network devices & its troubleshooting.
Ø Working experience with 100+ users in a current company with a domain environment.
Language: Proficient in English & Hindi (Read+Write+Speak)
Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution.
Main responsibilities:
Ø Opens, logs, Prioritizes, assigns, and closes calls logged.
Ø Asks the End User for all relevant information concerning the call made or issue reported.
Ø Attempts to resolve the defined inquiries while on the telephone, to meet the agreed. Upon Service Level for First Call Resolution.
Ø Routes the enquiries to Resolver Groups as appropriate.
Ø Re-routes misdirected calls.
Ø Escalates tickets which have not been resolved by SD.
Ø Provides status and updates on tickets to Authorized users & Supervisor.
Ø Reopens Ticket / creates new ticket to follow up if the user indicates that the inquiry.
Ø Was not resolved to their satisfaction. Should be comfortable to work in a 24/7 Environment.
Ø Should be comfortable to work from the office.
Job Type: Full-time
Salary: From ₹18,000.00 per month
Benefits:
Day range:
Shift:
Ability to commute/relocate:
Education:
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