SKILLS & EXPERIENCE

Qualifications:

Well versed with following technologies

Microsoft Windows

Experience in Monitoring tool

MAIN DUTIES/RESPONSIBILITIES:

Ensuring user queries or issues are captured, validated, and triaged for further processing.

Ensuring that various types of information are communicated to users through the appropriate channels.

Acting as a first point of contact for users and customers and advising users on an appropriate course of action

Identifying and diagnosing issues and problems

Categorizing and recording reported queries

Working with various stakeholders to coordinate and execute the tasks efficiently

Maintaining end to end ownership of Incidents

Delivering customer service through multiple channels including human, digital, self-service, and automated.

Working with various stakeholders to coordinate and execute the tasks efficiently

Escalating unresolved problems to a higher level of support, if needed.

Proactively monitoring system performance, resource utilization, and health metrics.

Identifying and resolving issues promptly to ensure system availability and reliability

Triaging with Techbar and L2 support to troubleshoot and resolve user issues

Well-developed inter-personal skills and proven ability to work alone and as a team with minimal supervision

Working experience in installation, maintenance and support of IT equipment ,including desktop computers, laptops, tablets , phones , scanners and printers