Job Summary
Job Summary : To provide L1 /L2 support to End users for applications and Hardware support over the calls, chat and mails.
Key Responsibilities
ob Responsibilities : Manage users requests for technical assistance via phone, chat or mails. Diagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues. Support different tracks in installation of tools on end users devices. Listen to users queries and issues with patience. Analyze and identify the solution using Knowledge articles. Support users to resolve the issue with agreed processes. Follow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution. Maintain Log of all help desk interactions with users for audit purpose. Administer Help desk software. Redirect the Incidents and requests to appropriate support groups for Level 2 support. To escalate Incidents requiring urgent attention to Track Leads and Management Track and route Issues and requests to relevant groups Prepare activity reports Inform management of recurring problems Stay current with system information, changes and updates Create Knowledge articles to document known issues. Good knowledge of ticketing tools and MS Teams Manage users requests for technical assistance via phone, chat or mails. Diagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues. Support different tracks in installation of tools on end users devices. Listen to users queries and issues with patience. Analyze and identify the solution using Knowledge articles. Support users to resolve the issue with agreed processes. Follow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution. Maintain Log of all help desk interactions with users for audit purpose. Administer Help desk software. Redirect the Incidents and requests to appropriate support groups for Level 2 support. To escalate Incidents requiring urgent attention to Track Leads and Management Track and route Issues and requests to relevant groups Prepare activity reports Inform management of recurring problems Stay current with system information, changes and updates Create Knowledge articles to document known issues. Good knowledge of ticketing tools and MS Teams
Skill Requirements
Other Requirement : Manage users requests for technical assistance via phone, chat or mails. Diagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues. Support different tracks in installation of tools on end users devices. Listen to users queries and issues with patience. Analyze and identify the solution using Knowledge articles. Support users to resolve the issue with agreed processes. Follow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution. Maintain Log of all help desk interactions with users for audit purpose. Administer Help desk software. Redirect the Incidents and requests to appropriate support groups for Level 2 support. To escalate Incidents requiring urgent attention to Track Leads and Management Track and route Issues and requests to relevant groups Prepare activity reports Inform management of recurring problems Stay current with system information, changes and updates Create Knowledge articles to document known issues. Good knowledge of ticketing tools and MS Teams
Other Requirements
Job Description : Manage users requests for technical assistance via phone, chat or mails. \\\\r\\\\n\\\\r\\\\nDiagnose and resolve technical hardware and software issues related to Windows 11 OS, mobile devices, and network related issues. \\\\r\\\\n\\\\r\\\\nSupport different tracks in installation of tools on end users devices. \\\\r\\\\n\\\\r\\\\nListen to users queries and issues with patience. \\\\r\\\\n\\\\r\\\\nAnalyze and identify the solution using Knowledge articles. \\\\r\\\\n\\\\r\\\\nSupport users to resolve the issue with agreed processes. \\\\r\\\\n\\\\r\\\\nFollow standard procedures and guidelines to assign the tickets to relevant tracks for issue resolution. \\\\r\\\\n\\\\r\\\\nMaintain Log of all help desk interactions with users for audit purpose. \\\\r\\\\n\\\\r\\\\nAdminister Help desk software. \\\\r\\\\n\\\\r\\\\nRedirect the Incidents and requests to appropriate support groups for Level 2 support. \\\\r\\\\n\\\\r\\\\nTo escalate Incidents requiring urgent attention to Track Leads and Management \\\\r\\\\n\\\\r\\\\nTrack and route Issues and requests to relevant groups \\\\r\\\\n\\\\r\\\\nPrepare activity reports \\\\r\\\\n\\\\r\\\\nInform management of recurring problems \\\\r\\\\n\\\\r\\\\nStay current with system information, changes and updates \\\\r\\\\n\\\\r\\\\nCreate Knowledge articles to document known issues. \\\\r\\\\n\\\\r\\\\nGood knowledge of ticketing tools and MS Teams