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
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