Accountability
- Ability to work in 24*7 environment, this is a must
- First Point of Contact for users to report Technical issues
- Record all interactions through call, email or chat in the Ticketing System. Resolve issues under support boundaries and route issues beyond scope to the respective Support Groups.
- First Line Troubleshooting to be done completely using the available resources and documented before assigning/routing the tickets to the L2 Groups.
- Ensure reported issues are responded and addressed as per the defined SLA timelines
- To work towards effective and timely resolution of issues.
- Document the Learning’s and contribute Knowledge Articles
- Timely Communication of Priority Issues to the respective stakeholders and coordinate until resolution.
- Document detailed and accurate notes, record them on ITSM tool
Technical Skill set
- Voice Call Handling: excellent knowledge of handing voice calls and multitasking.
- Email Communication: professional email writing skills.
- Chat Communication: professional chat writing skills and multitasking.
- Infrastructure Monitoring: Good understanding of Infrastructure components and respective alerts.
- Exchange: Knowledge on functioning and configuration of Microsoft Exchange client.
AD: Knowledge on – Active directory, Proxy, DNS, Group Policy.
Network: Knowledge on – LAN setup, basic routing and switching, passive networking.
Desktop Security: Knowledge on – Antivirus deployment and update, patch management, monitoring and reporting.
Desktop, Laptop, Handheld devices: Knowledge on – build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.
- Troubleshooting: Remote troubleshooting experience : Desktop, Laptops, Notebook, iPhone, Network printers, etc
- Printers: Hands on experience on managing printers (Local & Network printers) – Lex
- Tools: Hand on experience on ITSM tools like HPSM, BMC Remedy, Service Now, CA Service Desk, Monitoring Tools.
- ITIL: Knowledge of ITIL processes and procedures.
- A+: knowledge of A+ processes and procedures.
- KM: Knowledge management understanding, review & create new knowledge articles.
· MS Office: Good / excellent knowledge for support of MS Office and standard software
· Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)
· O365: Understanding of Microsoft Office (e.g. Office 365)
Key Performance Indicators (KPI’s):
- Ensure all the User contacts are responded within the defined Turn Around Time
- All the L1 Incidents are resolved as per the defined Resolutions Timelines
- Follow-up on individual ticket stacks to ensure that tickets are addressed on a timely basis and ageing is kept at minimum.
- Ensure Quality Ticket Coding and Classification for all tickets being logged and processed.
- Taking ownership of calls/emails logged by his/her colleagues in his/her absence.
- Mentoring and providing floor support to the newly joined associates.
- Should be proactive in assisting the colleagues, during High Volume Time.
Relationships:
- Mentoring and providing floor support to the newly joined associates.
- Conducting regular update sessions for any process updates on a need basis
Competencies:
- High Level of Communication Skills and ability to comfortably handle International Customers.
- Experience in Service Desk/Technical Support and in a Call Taking Role and competent to engage in first line interactions with end users.
- Flexibility to work in a 24*7 environment is mandatory
- Knowledge about Incident and Service desk management.
- Understanding of ITIL concepts
- Documentation Skills to contribute for Knowledge Articles and Knowledge Sharing
- Ability to initiate and manage Bridge Calls and coordinate in resolving P1/P2 issues.
Qualification: High school, Graduate, Diploma, IT education or comparable IT professional experience
Fresher (U1)
Experience in years (U1) 1 to 2 years
Relevant Experience (U2) 2+years
