Experienced in working with international service desk in an inbound call taking role.
Handling all the Inbound calls & tickets in GSD.
Handling Basic L1 level queries for the users.
Knowledge of ITSM or any other ticketing platform is strongly desired.
Diagnose and quickly resolve a wide range of Windows/ Microsoft/ Desktop applications issues.
Basic troubleshooting knowledge for internet/ LAN and WAN Connectivity issues.
When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System.
Remotely install, upgrade, support and troubleshoot Windows OS and any other authorized desktop applications on Laptops/ Desktops.
Install, upgrade, support and troubleshoot for printers & related computer hardware.
Performs general preventative maintenance tasks on computers, laptops & printers.
Customize & configure desktop hardware to meet specifications and business standards.
Email account administration, i.e., account creation and management and distribution lists on Office 365.
User account administration, i.e., account creation and management and password resets in Active Directory.
Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries.
Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool.
Willing to work in rotational shifts (24x7).