Job Summary
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users ·
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. ·
Key Responsibilities
Administer and provide User account provisioning. ·
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
Responds to telephone calls, email, chats, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure. .Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs .Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation
Troubleshoot client software and basic network connectivity problems .Identify, evaluate and prioritize customer problems and complaints . May train users and operators on a limited basis and/or may write training procedures . Routine maintenance updates with other IT staff and business units .To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions / Reopen Cases.To maintain high login Efficiency (Availability) for customers.To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.Work on value adding activities such as Knowledge base update & self development.
Skill Requirements
Technical ExpertiseKnowledge of Windows 10/windows 11/MAC/IOS
Knowledge of VPN
Knowledge of Active directory
knowledge of SCCM/Intune
Knowledge of Microsoft Office products (Outlook,Excel etc)