Service Desk

Job Description

More than 1 year of experience in handling Technical service desk.

Queue Management Timely case acceptance & acknowledgement, categorization, resolution and reassignment

Search the knowledge base for incident resolution procedure

Ensure that all support tickets are updated with the correct and complete information

Own incident resolution at all times and keep user informed of status

Provide ETA for delayed streams/Process

Analyze and troubleshoot a wide range of queries via phone or chat

Escalate the incident to next line of support in case procedure does not exist; or application of procedure does not resolve incident

Walk the customer to the problem-solving process

Maintain ownership of Incidents till closure, ensuring status update and resolution according to SLAs / KPIs

Knowledge Sharing / Cross Training of applications

Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.

Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.

Image and setup workstations using SCCM

Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.