* Key Responsibilities : Standard JD format: Role: Service Desk Agent Level G Skill: Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat remote support Technologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group Technologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process.
* Should be comfortable with rotational shift.

* Address user tickets regarding software and networking
* Walk customers through installing applications and computer peripherals
* Ask targeted questions to diagnose problems
* Guide users with simple, step-by-step instructions
* Conduct remote troubleshooting
* Test alternative pathways until you resolve an issue
* Customize desktop applications to meet user needs
* Record technical issues and solutions in logs
* Direct unresolved issues to the next level of support personnel
* Follow up with clients to ensure their systems are functional
* Report customer feedback and potential product requests
* Help create technical documentation and manuals

* Should be comfortable with rotational shift


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