Domain/Subdomain: DWP/FSO
Job DescriptionRoles & responsibilities:
Troubleshooting problems related to Desktop/Laptops, MAC, Windows operating systems and O365/M365 applications. Troubleshooting Unified communication tools such as Teams, Zoom video call related issues. Should be familiar with collaboration tools, meeting room equipment and meeting room checks. Must have exposure to Windows 10 and 11 migration, user profiles management, data backups. Troubleshooting Windows Profile, printers, shared drives related issues. Troubleshooting network connectivity issues. Deploying standard image on desktops and laptops using Endpoint manager/Intune. To provide 1st line technical support; answering support queries via phone and email. To maintain a high degree of customer service for all support queries and adhere to all service management principles. Familiarity with IT Infrastructure tools such as Azure AD, Endpoint manager/In tune, M365 etc would be preferred.
Technical Proficiencies:
To take ownership of user problems and be pro-active when dealing with user issues. To log all calls on the call logging system. Ensure incidents, tasks and problems on ticketing system (SNOW) are logged and addressed within defined SLAs. Respond to inquiries from clients and help them resolve any hardware or software problems. To escalate more complex calls to the relevant IT Support member. To notify relevant staff to arrange for external technical support where problems cannot be resolved in house. Pre-build PCs. Good Experience in deskside support
Required Skills and Experience: Associate Degree in Computer Science
(1.) To provide support for on call escalations and doing root cause analysis of given issue
(2.) To independently resolve tickets within agreed SLA of ticket volume and time
(3.) To adhere to quality standards, regulatory requirements and company policies
(4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
(5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
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