Job Description

Strong communication skills, user handling skills, data handling skills (Excel)Basic Knowledge in Trouble shooting, Internet skills & MS OfficeInbound calling process, multi-tasking (working on emails, Calls, Tickets and queries through chat)Providing on-call, Chat, and email support for employees contacting from multiple locations across the globe (Primarily US)Incident logging, categorization, prioritization, assignment, coordination communicationTroubleshooting technically composite issues related to Microsoft Outlook, Applications (ION, ActiveXperts, Whatsup Gold/Nagios, Commvault/Veeam Backup Tool etc)Acting as the prime point of contact in helping with Active Directory (AD), MS Outlook, VPN, Network, Digital ID, Voicemail, Optimal, Bit locker and SAP password resets adhering to clients security policies.Attending the user complaints and assign them to the right resolver teams and update the same in the helpdesk toolMaintain all the necessary customer support documentation such as Call Feedback Reports, Installation reports etc and file the same on regular basis.Open to work for 24/7(Rotational)Incident communication and notification for high priority incidentsCoordination with application and infrastructure support teamsProvide accurate Incident resolution and Service Request management, within established ServiceIncidents and Service Requests are managed effectively; ensuring information is captured in the tool for future reference and analysis, in line with ITIL principles1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops and PrintersTo maintain a high degree of customer service for all support queries and adhere to all service management principlesExperience on tools like Manage Engine Service desk plus tool - additional advantageCreation/Access Management of Network Drives and Shared FoldersActive directory management and access controlsBrowser, Wireless and Operating System Troubleshooting

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