Helpdesk Associate

4 months ago

Bengaluru Karnataka, 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:

- 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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