Role & responsibilities

- Provides first level support for end users seeking assistance with IT and Business service issues via direct Interaction ,phone, email, and chat.
- Respond promptly and accurately to customer complaints, inquiries and requests for information and coordinate appropriate follow-up.
- Monitor, troubleshoot and resolve tickets in assigned queues.
- Coordinate with other staff for the purpose of completing incidents and requests efficiently. Work independently to resolve customer issues with little or no supervision.
- Perform other job-related duties as assigned.
- Handling customer issues throughout the day.
- Determining right away if they can resolve the issue or need to escalate
- Work notes need to be captured appropriately when documenting customer issues and update accordingly in ticketing tool.
- Email communication needs to be good when escalation to leads or supervisors is required.
- Active Directory / Service Now are the basic tools that Deskside will work on day to day basis.
- Hardware Inventory Management and Process.




- Deploy software and hardware.

Preferred candidate profile

- Applicants from diverse educational backgrounds are encouraged to apply, as all qualifications are considered eligible for employment.
- Following Certifications are desirable or good to have:
- ITIL Basics.
- MCSE, Hardware troubleshooting Knowledge
- Possession of positive verbal and written communication skills, and a commitment to customer service are vital to this role.
- Knowledge of desktop operating systems such as Windows 7,8 & 10.
- Knowledge of desktop and laptop hardware repair and components
- Knowledge of standard desktop software including Microsoft Office & Windows products
- Working knowledge of Windows Active Directory. Adaptability to support and work in 24x7 environment.
- Willingness to learn the environments and various tools available in the organization.
- A willingness to work in 24x7 shifts is mandatory.

📌 Junior Desktop Support Engineer (Kozhikode)
🏢 Cotiviti
📍 Kozhikode