International Voice Process Experience Is Must and Willing to work in rotational shifts (24×7).
Required Skills:
Experienced in working with international service desk in an inbound call taking the role.
Handling all the Inbound calls & tickets in GSD.
Handling Basic L1 level queries for the users.
Knowledge of ITSM or any other ticketing platform is strongly desired.
Diagnose and quickly resolve a wide range of Windows / Microsoft / Desktop applications issues.
Basic troubleshooting knowledge for internet / LAN and WAN Connectivity issues.
When the restoration is beyond the scope of the support escalate the issue / problem to appropriate resolver group using IT Ticketing System.
Remotely install , upgrade , support and troubleshoot Windows OS and any other authorized desktop applications on Laptops / Desktops.
Install , upgrade , support and troubleshoot for printers & related computer hardware.
Performs general preventative maintenance tasks on computers , laptops & printers.
Customize & configure desktop hardware to meet specifications and business standards.
Email account administration , i.e. , account creation and management and distribution lists on Office 365.
User account administration , i.e. , account creation and management and password reset in Active Directory.
Familiarize end users on basic software , hardware , and peripheral device operation and solve basic queries.
Take ownership and responsibility of queries , issues , and problems and document it in the ITSM Tool.
Willing to work in rotational shifts (24×7).
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