Provide tier 1 support, analysis and resolution planning for detected issues and seeks appropriate resolution of issues. (Desktop & Laptop, Application, Network, & Server Platform troubleshooting)
Responsible for receiving / logging calls from customers as per specified norms.
Responsible for 24x7 shift operations in Global Helpdesk for supporting all internal & external clients.
Responsible for handling all tickets across sites locally/remotely (Using remote tool) as per Global shift roster and guidelines.
Escalate and track the trouble-ticket progress with other support/next level teams to make sure the tickets are being resolved within agreed SLA time frame.
Responsible for proper shift handholding and handover process, all pending tasks/tickets should be given to next shift engineer with proper communication.
Responsible for support users from home whenever required to WFH
Ready to work in different shifts including Night shift. (24x7 shifts)
Experience:
Responsible for 24x7 shift operations in Global Helpdesk for supporting all internal & external clients.
Responsible for desktop, laptop, network, server level1 troubleshooting & fix.
Patch and security configuration compliance (includes virus detection for server and client and latest definition update)
Escalating the calls to vendor whenever required, analyse reports & recommend changes to process/technology wherever required
Documentation of the problems to support solution database for diagnostics and solution implementation. - E2E Case Management
Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures
Establishes and maintains excellent customer rapport.
Handling of monitoring tools and first level analysis of alerts generated
Handling Service request such has Create/ Delete/ Modify mailbox & mailbox properties.