Job Description
Service Desk
Ability to understand the client query, respond to telephone calls, email, instant messages, and ensure every issue/request is logged in the Ticketing tool without any lapses.
Provide first Level for all IT related services to end users, provide Remote desktop support and perform other activities based on SOPs within agreed SLA s.
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end users.
Route tickets to internal 2nd and 3rd level IT support staff appropriately without any misrouting.
Use the Incident Management System to document and manage Incidents and work requests and their respective resolutions and circumventions.
Assign Service Requests / incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including issue recognition, logs, research, isolation, resolution and follow up steps.
Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
Ensure the ticket is updated with latest updates in a descriptive man
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