Providing remote technical support to users of desktop and laptop, printer etc.
Provide support to Google Site, Bomgar etc.
Manage end-user requests.
Configuring & trouble shooting problem w.r.t Operating System, Office Applications.
Ensuring technical queries not progressing are escalated.
Handling VIP and escalation calls.
Interacting with senior users to understand the requirements.
Perform direct hands-on problem resolution and escalation management for end-user troubles, application service interruptions and issues.
Serves end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems and performing troubleshooting activities.
Extensive diagnostic information gathering, troubleshooting, problem analysis and resolution.
Investigation and resolution of issues and may also include performance monitoring.
Desired skills and requirements:
Understanding of ITIL processes and methodologies.
