Job Summary

To independently troubleshoot/resolve assigned tickets and provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

Key Responsibilities

1. 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.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. 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.
6. Work on value adding activities such Knowledge base update & self development.

Skill Requirements

Service Desk English Responsibilities: -

 

1. 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.
2. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
3. 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.
4. Responds to telephone calls, email, instant messages, 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.
   
   
5. 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.

 

6. 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.

 

7. To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
   
   

 

Other Requirements

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