Job Description
Job Summary –
Respond to customer queries via inbound calls, emails, chat, and web tickets within defined SLA’sLogging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.Update users about request status and close request when users are satisfied with solutionsLevel 1 troubleshooting mainly related to desktop/OS, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groupsYears of experience needed – Minimum 6 to 12 months
Technical Skills:
Effective Business CommunicationStrong time managementCommunication in neutral or American accent over phone and grammar skillsAnalytical skillsAbility to follow process and procedures. Escalate u...