Role Description

- Ability to understand the client query, respond to telephone calls, email, instant messages, and ensure every issue/request is logged in the Ticketing tool without any lapses.
- Provide first Level for all IT related services to end users, provide Remote desktop support and perform other activities based on SOPs within agreed SLA’s.
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
- Route tickets to internal 2nd and 3rd level IT support staff appropriately without any misrouting.
- Use the Incident Management System to document and manage Incidents and work requests and their respective resolutions and circumvention's.




- Assign Service Requests / incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including issue recognition, logs, research, isolation, resolution and follow –up steps.
- Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
- Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
- Ensure the ticket is updated with latest updates in a descriptive manner for future reference.

Skills cloud infrastructure,cloud migration,cloud storage,infrastructure as code,

📌 Service Desk Associate- US Voice Process (Hyderabad)
🏢 UST
📍 Hyderabad