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 valuable 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
Engineering or equivalent bachelors degree with focus in Information Technology.
Following Certifications are desirable or valuable to have:
ITIL Basics, MCSE, Hardware troubleshooting Knowledge
Possession of good 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 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 workplace
Willingness to learn the environments and various tools available in the organization
Willingness to work in 24x7 shifts is mandatory.

📌 System Administrator Kozhikode
🏢 Cotiviti
📍 Kozhikode