Job Summary
Remote Desktop Support analyst Work Location: Noida, Hyderabad, Lucknow- India Minimum Experience –1-3 Years of Service desk / Remote Desktop support As a member of the Remote Desktop Support team, the candidate will provide high quality support with very good customer service, technical expertise, and timeliness. This position has frequent contact with end users and peers. The candidate will support the end user remotely
Key Responsibilities
The candidate will work in a team environment with a collaborative approach to resolving customer problems and supporting other members of the team. The candidate will also provide dispatch support to onsite technician. Job Description • As a Remote Desktop Support Technician with minimum of one to three years of technical experience in providing quality services to the end users which includes the following key roles and responsibilities: •
Skill Requirements
Provide remote support over the phone or chat to customer that includes: • Install and Configure desktops, laptops, mobile devices, and associated Peripherals and related Software. • Perform software updates, Configuration changes, or Software installations. • Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent. • Manage the ticket queue and ensure tickets are resolved and closed within the defined service • level agreement.
Other Requirements
Respond to end-user requests for updates on ticket status and promptly follow up as needed. • Coordinate with vendors for provision of end-user support (e.g. Hardware Vendor technicians for warranty repair/replacement) • Coordinate with Level 3 support groups and project teams for service delivery enhancements, • maintenance and upgrades. • Hands on experience on Windows/MS Office Troubleshooting. • Supporting Windows Operating Systems, MS Office, VPN, local and Network printing, Notebooks and mobile devices. • Install software for and troubleshoot a wide range of applications. • Conduct remote troubleshooting, Guide users with simple, step-by-step instructions. •Excellent customer service orientation and verbal communication skills. • Should be comfortable with night shifts. • Good Experience of Incident Management/ITIL Process.