Service Desk Associate

2 days ago

Indore Madhya Pradesh, India Webkorps Optimal Solutions Full time

**Responsibilities**:

- Monitoring the customer IT infrastructure using Webkorps provided monitoring tools.
- Respond to the customer calls and open support ticket.
- Respond to the monitoring Alerts.
- Respond to the service & incident support tickets.
- Contacting customer to find out the nature of the problem.
- Categorize and set priority for the support tickets.
- Providing technical support via remote-access, follow 1st call resolution process.
- Troubleshooting hardware and software issues as per the SOP defined.
- Good Understanding on Windows & Linux OS, AD/DHCP/DNS, Azure/AWS IaaS, O365, Google Work Space, Network infrastructure.
- Troubleshooting Network Devices and connection issues up to L1.
- Handle Level L1 issues and adhere to escalation matrix.
- Log calls into Webkorps provided ITSM based ticketing systems and follow ITSM Process.
- Follow up for open tickets and update the completed support tasks on ticket worklog and reports.
- Maintaining good client relations.
- Tracking and managing work records.

Shift:

- Day shift

Work Days:

- Monday to Friday

**Experience**:

- IT Help Desk: 1 year (required)

**Location**:

- Indore, Madhya Pradesh (required)

Work Location: In person

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