The role requires providing phone, Email and chat support for the end users for one of our prestigious client. This is an L1 role where the incumbent is expected to be aware about ITIL methodologies - Incident, Service Request, Change and Problem. The role demands excellent communication skills - oral and written, good customer handling skills and excellent collaboration skills with ability to work in 12X5 shift. The person will contribute towards effective resolution of the issues. Ideal candidate must be an experienced professional from same or similar field. He/She must possess good knowledge of Windows, Active Directory, O365, and VPN. The person will contribute towards achieving project deliverables (SLAs/KPIs/Improvements etc.). The ideal candidate must have hands on experience of resolving technical issues over the phone, chat and emails.
L1 Technical Support.
Handling all the Inbound calls, chat and emails in service desk.
Handling Basic L1 level queries from end.
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.
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 querie.