Job Opportunity

5 days ago

Gurugram Haryana, India Rackspace Full time

JOB DESCRIPTION:

- Perform ticket queue management
- Monitor inbound customer ticket requests and route/troubleshoot.
- Should have proven knowledge of Computer systems and functions
- Administer and provide User account provisioning.
- Provide support for business software including Microsoft Office
- Service Desk professional with good customer service knowledge to join our Rackspace FLR team.
- To ensure that all tickets are progressed to satisfactory resolution within the relevant SLA.
- Providing a call logging and basic technical support function to callers. You will also ensure that the various tickets are monitored and followed up on.
- Perform capabilities gap analysis and drive continual service improvement across end user support services.
- Own tickets throughout their lifecycle in line with the ITIL model
- Regularly update customers on their own open tickets
- ITIL knowledge including Service Now and experience of working within the framework and some technical IT knowledge is a plus.

ROLE DIMENSIONS Geographical remit - International customer base
- Proficient support of Microsoft products.
- Ability to configure printers and other devices within the windows OS
- Must be open to work in 24x7 environment
- Strong understanding of Win 10 OS (Deployment and Support), Office 365 (User and group), Active Directory (creating and managing user accounts, creating, and managing distribution/security group)
- Basic knowledge of Azure
- Incident management and Hardware / Software related troubleshooting skills
- Familiar with device OS installation or re-imaging.
- Familiarity with cross platform basic troubleshooting tasks (ping, traceroute etc.)

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