Helpdesk Associate

1 month ago

Bengaluru, India Hashmap Full time

Requirements
- Min 2-3 years of relevant experience in a technical support role & 12 months on the current grade
- Working Knowledge of Operating Systems such as Windows 7 & 10
- Working knowledge of MS Office suite & Skype for business
- Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management.

Detailed roles and responsibilities:

- RRT Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions
when an end user has been unsuccessful working under the direction of the Level 1 Customer
- Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside support
- team for resolution or as per the KBA defined (for outside the scope of Deskside)
- Resolve Incidents and Problems associated with End User Devices and End User Software, and
provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately
- be responsible for resolving all Incidents and Problems associated with failure or degradation of
- Services related to End User Devices and End User Software.
- Contact the end user via phone to schedule the remote session call and coordinate
with onsite assistance if required.
- Route / reassign calls to other levels of support, as required if miss-assignment occurs
Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems
- and Service Requests.
- Update the ITSM Tool fields upon successful resolution of the Incident.
- Utilize Provider’s remote tool to enable remote takeover sessions.
- Attempt to resolve certain Incident Types by remotely taking control of the End User Device,
provided the End User’s system is accessible
- Utilize remote controls to manage and update desktop system Software, and to maintain
- Request end-user approval for remote takeover of system in support of incident resolution or
request fulfillment
- Escalate repeat issues to the appropriate service organization to allow root cause analysis to be
performed and resolution to be driven.

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