Handling calls, Emails, Chats, and Incidents on the ticketing tool, taking necessary details, and ensuring the call is dealt with
Log details of all incidents and problems utilizing standard reporting methods.
Provide first-line fixes, utilize relevant procedures, or escalate problems.
Use supplied checklists and ensure that problems highlighted are followed up.
Maintain procedures compliant with ITIL, the company s quality management system
Log all calls in the Service Desk Call Logging system
Strong Knowledge of Computer, IT infrastructure, Printers, Ms-office products and networks, and their components
Escalate tickets to L2 and L3 as appropriate and follow up for the resolution
Experience in handling international clients.
Mandatory Skills :
Strong working knowledge of Operating Systems, MS Office, Active Directory, VPN, ServiceNow, etc.
Excellent communication skills (written verbal)
Provide timely responses to all incidents, outages, and performance alerts. Categorize issues for escalation to appropriate technical teams.
Identify and diagnose issues and problems
Categorize and record reported queries and provide solutions
Advise users on the appropriate course of action
Monitor issues from start to resolution
Escalate, if needed, unresolved problems to a higher level of support
Provide essential online security advice and support
Ability to work under pressure and manage to tight deadlines or unexpected changes in expectations or requirements with a proven track record of operational process change and improvement.
Ensure timely follow-up with cross-functional teams via e-mails, phone calls, and MS teams.
