Apply in 3 Minutes: FLT-Service Desk Professional

3 weeks ago


Hyderabad, India Apps Associates (I) Private Limited Full time

Job Description Job description Roles & Responsibilities: - Single point of contact for end users regarding IT issues and queries. Ensure smooth deliverables to customer as per the SLA. - Receiving, logging and managing queries/issues from end users via telephone and emails. - Incident logging, categorization, prioritization, assignment, coordination and communication until resolution. - Incident communication and notification for high priority incidents. - Coordination with application and infrastructure support teams. - Provide accurate Incident resolution and Service Request management, within established Service. - Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations. - Incidents and Service Requests are managed effectively; ensuring information is captured in the tool for future reference and analysis, in line with ITIL principles. - 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops and Printers. - Log and manage incidents/Service Request in ITSM tool. - Escalate unresolved tickets to Level 2 resolver groups. - Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner. - To maintain a high degree of customer service for all support queries and adhere to all service management principles. - Password reset Account unlock (AD and other applications) - Active Directory account management - MS office application issues - Remote Desktop Management - MS Outlook issues (profile creation, PST, permissions, calendar sharing, delegation) - Creation/Access Management of Network Drives and Shared Folders - Browser trouble shooting - Wireless troubleshooting - Operating System Troubleshooting - Installation and Troubleshooting of approved software - Printers - Troubleshooting Printer Access - Basic L1 Laptop Desktop Troubleshooting - VPN troubleshooting - Basic support on Unix OS (including HP Unix, Solaris, AIX, Linux) - Crisis management, Multi-tasking - Understanding of other operations - Meeting deadlines, Attention to detail and high level of accuracy



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