• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

Roles and Responsibilities:

• Experience in help desk/desk side, customer service, and support experience with problem solving involving hardware
• Experience in handling ticketing tools like ServiceNow, Jira,…

Required Skills:

• Knowledge in Windows Operating systems,Clients: Windows8, Windows7, Windows 10, Servers: Windows 2008, Windows 2003, Windows 2000, Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance)
• Basic Knowledge in MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet browsers (e.g. Explorer, Chrome, Firefox), Anti-virus and firewall software, PC Hardware knowledge, Desktop,Laptop, Peripheral devices (printers, scanners), Mobile devices and OS (iOS/Android/Windows)
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center