Roles & Responsibilities:
Initial assessment of reported incident or service request at Help Desk
Provides support for basic incidents reported via email, ticket or phone
Follow triage for High Severity Incidents and start Sev1/2 ticket
Hand over the all Sev1/2 incidents to Systems Availability Manager / BRC
Resolve basic incidents and requests regarding the use of application software products and/or infrastructure components
Collect information through a customer conversation, accessing support tools, and additional support staff (service resources) if needed.
Escalating tickets to L2/L3 in timely manner for problems beyond the scope of their ability or responsibility
Asking questions about the problem and explaining possible solutions
Dealing with common or basic technical issues
Taking remote desktop to diagnose the root cause and provide fix
Using automated diagnostic programs to solve network problems
Updating knowledge bases with details of common problems
Using helpdesk software to log calls with descriptions of issues, progress and solutions,Adhere to response & resolution SLAs
📌 Urgent Hiring For Service Desk Executive_Noida (Noida)
🏢 Team Computers
📍 Noida
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.