Attend managed Desktop customers calls and complaints via systems/email/calls.
Maintain Desktop configuration as per standards.
Knowledge of Manage Engine System.
Knowledge of Remedy System Ticketing system.
Scheduled maintenance including deletion of temp files, disk defragmentation, registry cleaning, and internet debris clean up.
Remote access to the end-user machine to troubleshoot the issue. In case the issue cannot be fixed remotely, the agent shall dispatch the field team to solve the problem.
Using different tools, monitoring tools, Remedy, etc.
Coordinate and interact with other teams, providers or vendors to solve managed network issues whenever required.
Manage phone calls and correspondence (e-mail, calls, etc.)
Deal with customer complaints or issues
Answering all business calls, Trouble Shooting & taking requests & passing them to concerned teams.
Raising the trouble tickets for any business-related incidents from Remedy or any other application.
Providing Technical Assistance to the Field Staff if requested.
