Job Summary
Responding to and Answering Calls, Emails and Web Tickets of end users in a cordial, professional manner Logging Tickets (Incident / Service Request / Information Query) for every user interaction handled Providing first level support on Desktops, Peripherals, and Office automation products. Troubleshooting Applications and Operating Systems, VPN, Active Directory Conduct Anti-Virus updates / workstation scans as per EPO reports Providing First-Call Resolution to issues faced by end users (Incidents) o Customer engagement over phone & help resolve incidents over phone Execution of Service Requests (which can be catered to remotely) Route/Assign tickets to the appropriate support group, if necessary. Identifying and escalating high-severity, priority issues Updating Pending Tickets with timely, precise, accurate updates Research/looking-up required information from available resources to handle end user issues, requests or queries Following-up with end users, if necessary, for closure of pending tickets Following-up with other support groups, if necessary, for closure of pending tickets (tracking of ageing tickets) Following-up with end-users for providing C-SAT feedbacks Creating and Uploading KB Articles in the Knowledgebase Adhering to defined Service Levels Adhering to established policies & procedures of the Service Desk and the Client organization (BACI) Producing reports as required by the Service Desk Manager, from time to time.
Key Responsibilities
Skill Requirements
Should be a graduate Should have around 7-12 Years of IT Exposure Should have experience in troubleshooting the Desktop, Laptops, & Peripherals Should be able to troubleshoot on Standard Applications, Windows Operating System and proprietary applications for which Knowledge articles are available etc. Should have good inter-personal and communication skills with the ability to deal with users at all levels in an organization • Customer Service Soft Skills - Active listening, Taking Ownership, Treating the customer with courtesy. Demonstrate respect for the customer and professionalism. Proactive thinking Ability to meet deadlines and work well under pressure