Job Description

:

Respond to requests for technical assistance by phone, email, chat or using the Service Desk management system.
Enter and manage all incidents and problems in the incident management system and act as a liaison between customers and technical escalation teams.
Energetically follow-up on open incidents and problems and provide status updates and feedback to end users while problems are being investigated
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Apply diagnostic utilities to aid in troubleshooting.
Provide SOP based first level resolutions
Ticket creation / Categorization / Prioritization
Ability to identify and organize tickets according to priority and forward tickets to Field Engineers (L2)
Incident resolution and Ticket closure
Apply standard operating procedure and basic troubleshooting for standard IT issues
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
Identify and learn appropriate software and hardware used and supported by the organization.
Develop help sheets and frequently asked questions lists for end users.
Identify and learn appropriate software and hardware used and supported by the organization.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.

Department:

Lateral

Skills Required:

Technical | Infrastructure | Service Desk

Years Of Exp:

2 to 4 Years

Education/Qualification:

BE/BTECH/MCA

ITC Infotech