Service Desk Agent
4 weeks ago
Must have:
· Proficient in English communication and should have experience is taking calls to support 24*7 basis to customers located in US, Europe.
· Responsible to provide remote support to all desktop infrastructure relates requests or incidents for users remotely
· Work experience in ITSM ticketing tool, tracking and closure
· Incident Management experience – Managing incidents including business expectations and communication, should have experience in Major Incident Call handling
· Should have knowledge on Active Directory, should be able to manage ID creation, ID management, Password reset
· Exposure in remote connecting tool
· Basic Desktop Troubleshooting Experience on Hardware and Software
· Strong knowledge of Microsoft based operating systems (Windows 7)
· Microsoft based Office 365 applications
· Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, delegation)
· Look out for areas of improvement to help enhance user experience from desktop support perspective. · Should be flexible to work in any shifts/Weekends
· Knowledge on Customer satisfaction and handing customer experience
· Should have experience in installing approved software remotely
Good to have:
Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
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