International Service Desk L3

5 days ago


Delhi Delhi, India CpCareers Full time

Excellent written and verbal communication in EnglishCandidates with neutral accent preferredExcellent Problem-Solving SkillsBasics of Systems, Network, End-user and End-point compliance domains,Awareness to technology backend engines and relevant L1 understanding (e.g. AD, DB, ISC server, File Server / Shared Folder mgmt., Network Components, Proxy & VPNAble to effectively handle and manage the end-users, internal domains, TSDs and stakeholdersBasic Business Etiquette and understanding of international customersClear understanding of Remote Infrastructure Management (RIM)Awareness of working culture of international geographiesMinimum one relevant certification such as A+ / Comp-TIA or any equivalent certification within 6 months from the time resource is on boarded into the projectITIL certified and awareness to ITSM platforms like Remedy and SNOWMinimum 3 years working experience Key Responsibility Areas (KRAs)Logging, Owning and tracking tickets for all the issues and requests received and ensuring correct priority and categoryTimely follow up with user for tickets awaiting user responseUpdate the tickets with resolution remarks and close the ticket on timeAdhere to SLAsContribute towards creation of knowledge base/SOPsHealth check for NC machines basis Compliance reports for international usersDevelop working relationship with EXL stakeholdersTrained on client handling skills and soft skillsTroubleshoot problems with Laptop Hardware, Application, Printer and OSStandard configuration of Laptops, VPN related issues resolutionExecution of regular SRs.Installing / Uninstalling and configuring applications (Enterprise and Clients)Response & closure of calls within committed normsFocus on First call resolution and First time rightTroubleshooting and fixing the issues related to Systems L1, Networks L1, End-point compliance and Assigning/Escalating to next level if applicable



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