Help Desk -L1
Experience
Salary
Location
Job Description
Man the support helpline and take calls/chats coming in from end-customers to understand the issues being faced and document the same in the ticketing systems.
o Monitor incoming mails and auto-ticketing tools and ensure timely response and resolution to customers.
o Monitor customer infrastructure components like servers, networks, firewalls using monitoring tools as part of the NOC team.
o Ensure that effective follow-up communication via mail and phone is delivered to keep customer aware of the developments on his/her reported issue.
o Develop strong working relationships with on-site engineers and work together as a single team.
o Provide FCR to customer areas in as many of the following technical areas as possible:
§ OS Installations, driver issues, printer issues
§ Mobile device management
§ Software installations, customer specific application issues
§ Grant/revoke access to infrastructure devices/services, applications
§ Network access, internet access, DNS, DHCP issues
§ Storage issues, backup and restore issues
§ Anti-virus and other endpoint system management issues
§ User account creation, management, basic AD issues, license management
§ Office 365, Exchange e-mail client management
§ Desktop & laptop hardware issues
§ Parts ordering and asset tracking
§ Patch management of desktops and servers
Essential Attributes and Skills Needed:
• Excellent customer facing skills with fluency in written and spoken English.
• Bachelor’s degree in Science or higher. (B.E/B.Tech preferred).
• MCSE/CCNA preferred.
• Practical knowledge of the deliverables listed above is expected.
• Ability to quickly scale up and learn technologies outside of core areas of expertise.
• Proven experience of effectively handling customer dissatisfaction.
• Understanding of ITIL concepts and processes.
• Basic understanding of virtualization technologies is an added advantage.
• Ability to work US EST/PST business hours on rotational basis.
Designation
Help Desk -L1
Key Skills
Industry
IT Services and consulting
Functional Area
IT Services
Employment Type
Full Time
Education
Graduation/Diploma
Job Type
Work From Office
Related Jobs
Help Desk -L1
ISSQUARED
Join the ISSQUARED team as a Full Time Help Desk -L1 on Erekrut, specializing in Help Desk -L1 in the IT Servi...
Confidential
1-3 Years
Telangana-..
Information ...
RPA UI Path
E&Y
Join the Tidalsoft Infotech team as a Full Time RPA UI Path on Erekrut, specializing in RPA UI Path in the Dom...
6-10 Lakhs
11-15 Years
Karnataka-..
Software Dev...
Insurance Team Lead
SnapMoney Pvt Ltd
Join the SnapMoney Finance Private Limited team as a Full Time Insurance Team Lead on Erekrut, specializing i...
3-6 Lakhs
4-6 Years
Telangana-..
Financial Ma...
Sales Executive
Lead Feet
Join the Lead Feet team as a Full Time Sales Executive on Erekrut, specializing in Sales Executive in the HR S...
0-3 Lakhs
1-3 Years
Karnataka-..
Sales
Join the E&Y team as a Full Time Java full stack developer on Erekrut, specializing in Java full stack develo...
Confidential
7-10 Years
Telangana-..
Software Dev...
.Net Developer
Full Time
Join the Full Time team as a Full Time .Net Developer on Erekrut, specializing in .Net Developer in the IT-ITe...
3-6 Lakhs
4-6 Years
Telangana-..
IT / Compute...
Sales Manager
SHRASTA DECOR PVT LTD(Stanley Lifestyles)
Join the SHRASTA DECOR PVT LTD(Stanley Lifestyles) team as a Full Time Sales Manager on Erekrut, specializing ...
6-10 Lakhs
4-6 Years
Telangana-..
Furniture &a...