Flt-service Desk

1 week ago

Madhapur Hyderabad Telangana, India Locuz Enterprise Solutions Full time

**Roles & Responsibilities**:

- Single point of contact for end users regarding IT issues and queries. Ensure smooth deliverables to customer as per the SLA.
- Incident logging, categorization, prioritization, assignment, coordination and communication until resolution.
- Incident communication and notification for high priority incidents.
- 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.
- Active Directory account management
- 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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