Job Summary

Handling customer call, Technical L1 SOP based support for US customer

Key Responsibilities

Accurately identifying, repairing, resolving, and documenting end user technical issues regarding /desktop technical support and requests, printers, applications, mobile issues, \\\\r\\\\n• Hands-on role where expected to provide 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets\\\\r\\\\n• Co-ordinating with support teams to provide timely resolution to customers. \\\\r\\\\n• Categorize and prioritize end user support requests and service requests by utilizing a customer’s ticketing system to track tickets and provide up-to-date status and information. \\\\r\\\\n• Identifying critical issues and following the initial incident management bridge process.\\\\r\\\\n• Manage and triage multiple incoming priorities effectively by understanding customer needs\\\\r\\\\n• Being prepared to work out of hours when required and to provide out of hours on-call support cover as required. \\\\r\\\\n• Ready to work in US Shifts ( 24X7 model)\\\\r\\\\n• Troubleshooting and resolving software issues\\\\r\\\\n• Taking ownership of issues through to resolution on all appropriate requests. \\\\r\\\\n• Categorize and prioritize end user support requests and service requests by utilizing a customer ticketing system to track tickets and provide up-to-date status and information\\\\r\\\\n• Ability to work with the team in need and contribute individually wherever required\\\\r\\\\n• Should be self-sufficient to manage the customer expectations\\\\r\\\\n• Should have good attitude to work in teams when required\\\\r\\\\n• Good learning ability to understand the existing application and propose new ideas\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nTechnical Skills\\\\r\\\\n\\\\r\\\\n• Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone, Servers, Networks, experience in handling business related queries preferred. \\\\r\\\\n• Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. MS Office etc.\\\\r\\\\n• Good communication and interpersonal skills

Skill Requirements

Good communication skill, KPI / SLA based deliverables

Other Requirements

Excellent skills in user IT infrastructure – Desktops, Laptops, Printers, Handhelds, Smartphone, Servers, Networks, experience in handling business related queries preferred. • Strong technical skills in Microsoft Windows desktop operating systems and business productivity applications i.e. MS Office etc. • Good communication and interpersonal skills