Skills: Service Desk, Windows 10, Windows 11, Exchange, Network, Intune
Job Summary
Service Desk Agent – L1- English
Responsible for Service ticket creation / assignment/ categorization / prioritization/ escalation/ tracking/ closure and feedback as per defined SLA in the SOW.
Responsible to acknowledge issues reported by users through Calls/Chat/Email/Portal during the assigned period
Follow Knowledge articles for resolving technical issues and follow the defined processes (SOPs/SOWs) while attempting to resolve the Incidents.
Ownership of the ticket until support taken L2
Routing / chasing of tickets with other resolver groups.
Identifying the trend of calls / tickets and highlighting it to Incident manager as applicable for Outage confirmation.
Creating child tickets and tagging them with Parent ticket.
Gather information about the latest updates on the high severity incident and convey the same to the customers
Callback the user and confirm resolution (wherever applicable)
Ownership of the ticket until support taken from L2
Proactive queue management
VIP call handling
Should have how to experience on Exchange, Network and intune
Should be well versed with Windows 10/11
Should be excellent in Communication Skills.
CEFR Grade B2 with Spoken score above 55.
Key Responsibilities
1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.