Technical support

L1/L2 Telephonic Support
•           Experienced in working with international service desk with inbound call taking roles
•           Handling all the Inbound calls & tickets in GSD
•           Handling Basic L1 level queries for the users
•           Basic knowledge of Citrix Xenapp to provide 1st level support for applications hosted on CITRIX.
•           Diagnose and quickly resolve a wide range of Windows applications issues
•           Basic troubleshooting knowledge for internet/LAN and WAN Connectivity issues
•           When the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing System
•           Remotely Install, upgrade, support and troubleshoot Windows OS and any other authorized desktop applications on Laptops/Desktops.
•           Install, upgrade, support and troubleshoot for printers & related computer hardware.
•           Performs general preventative maintenance tasks on computers, laptops & printers
•           Customize & configure desktop hardware to meet specifications and business standards 
•           Email account administration, i.e., account creation and management and distribution lists on Office 365
•           User account administration, i.e., account creation and management and password resets on Active Directory
•           Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries
•           Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool