ROLE AND RESPONSIBILITIES:-
- Primary contact point for end users via phone/Chat/self-service tickets.
- Qualify and Open tickets for remediation of events.
- Triage Tickets to respective teams.
- Regular update and follow up on tickets in the queue
- Follow up tickets till closure.
- Ability to manage a variety of technically complicated tasks effectively
- Experience in Remote support and troubleshooting skills.
- Understanding of Basics Hardware accessories / devices and peripherals
- Should be flexible for rotational shifts
- Excellent oral and written communications skills
- Exposure in practicing ITIL standards for Infrastructure management
DESIRABLE SKILLS
- Able to understand the email flow issues internal & external
- End-user support, OS troubleshooting and support, Basic software troubleshooting and support (MS office, Messengers, outlook, etc.).
- Demonstrate a high level of customer relationship skills which includes email etiquette.
- Good Communication skills, follow up skills, Willingness to work in rotational shifts
- Good Communication skills follow up skills, Willingness to work in rotational shifts.
- Remote troubleshooting
