Provide service desk support and resolve problems to the end user?s satisfaction
Monitor and respond quickly and effectively to requests received through the IT service desk
Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
Modify configurations, utilities, software default settings, etc. for the local workstation
Assist with onboarding of new users
Report issues to the Service Desk for escalation
Responsible for service-desk support/Dealing with various Customer issues
Track of Service Tickets on Service Desk
Responsible for Operating on Active Directory
Maintain various databases of the IT/Communication Department
Responsible for In-processing/Out-processing of Employees
Basic troubleshooting of IT/Communication issues on & off - sites
Responsible for maintenance of Documentation of IT/Communications Department
Hand on Formatting and Imaging Computer systems
Responsible for the incident management process by acting as the 1st line of support for all technical issues, including hardware and software questions and consulting, installations, networking, network connection requests, and troubleshooting.
Responsible for incident ownership and escalation procedures to the concern teams
Responsible for recording/logging all incidents and service requests, categorizing them based on priorities and for deciding on the action to be taken on each incident
Provide quick solutions/workarounds to the users hence reducing their downtime using the Knowledge Base ?
Provides 1st level (assistance over the phone and Remote Access Support) technical support to the IT users across the organization
Responsible for any asset (hardware/software) given to the user and record it in the inventory items with configuration ID which is linked to the user?s employment ID
Perform all other assigned responsibilities as per direct manager.
B. Qualifications:
Candidate shall work as a Technical Call Agent fixing End user support issues related to PC hardware or software problems.
Fixing issue will be by giving guidance to users over the phone or by connecting remotely to users Machines and fix the issue
1/- Years or more experience in IT and computer HW/SW troubleshooting and End User technical support
