Service Desk Technician L1/l2- Tcs

7 days ago


Pune, India NR Consulting - India Full time

Profile: Service Desk Technician L1/L2

Exp:

- 5+ Years

NP: 15 - 30 Days

Location : Pune

Detailed JD:

- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- 24*7 support to End user Remotely
- Handling Tickets, creating, monitoring, updating, resolving issues reported over SNOW ticketing tool.
- Willing to accept new responsibilities, acquire and demonstrate relevant new knowledge.
- The goal is to create value for clients that will help preserve the company's reputation and business.

**Roles & Responsibilities**
- Strong knowledge of Windows operating systems, basics of MACOS.
- Ticketing tool, preferably SNOW understanding
- Knowledge of MDM, MS Azure and Intune
- Strong L1 technical troubleshooting skills for EUC
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team


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