Roles and Responsibilities

Experience at least 3+ Years. Primary contact point for end users via phone/Chat/self-service tickets

Triage Tickets to respective teams

Regular update and follow up on tickets in the queue

Follow up tickets till closure

Ability to manage a variety of technically complicated tasks effectively

Should be willing to work in 24/7 environment.

Experience in Remote support and troubleshooting skills.

Understanding of Basics Hardware accessories / devices and peripherals

Additional Comments

Education, Skill, and Experience Requirements:

A Bachelors / Masters Degree in Computer Engineering, Information Technology.

Good Communication, Good Listening Skills.

Good to have ITIL Foundation Certified.

Hands-on experience in responding, tracking, and following up to telephone, emails and end user requests for support.

Good phone etiquette and the ability to diffuse agitated situations

Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.

Information Technology Service Desk