Job Description:

Key Responsibilities : 

1. L1 service desk Phone, email, Chat, and SSP

2. Research and identify solutions to software and hardware issues

3. Diagnose and troubleshoot technical issues, including account setup and network configuration

4. Ask customers targeted questions to quickly understand the root of the problem

5. Track computer system issues through to resolution, within agreed time limits

6. Properly escalate unresolved issues to appropriate internal teams

7. Provide prompt and accurate feedback to customers

Technical Experience : 

1. Customer ITSM tool ServiceNow

2. Amazon Connect

3. LogMeIn LMI Intel vPro EAM

4. ServiceNow KEDB

5. Incident management and usage of ticketing tools Knowledge of O365, MS OFFICE Suite, Active Directory, Hardware, and Software related troubleshooting skills

6. Hands-on experience with Windows/Linux/Mac OS environments

Professional Attributes: 

1. Excellent communication skills

2. Excellent written communication skills with email etiquette

3. Good problem-solving and analytical skills

4. Excellent customer service skill

5. Ability to remain calm and courteous while facing irate customers or managing back-to-back calls

Educational Qualification : 

Bachelors degree

Additional Information : 

Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus