Service Desk Agent

L1 Technical Support

Handling all the Inbound calls chat and emails in service desk

Handling Basic L1 level queries from end users

Diagnose and quickly resolve a wide range of Windows applications issues

Basic troubleshooting knowledge for internetLAN WAN Connectivity issues and VPN issues

When the restoration is beyond the scope of the support escalate the issueproblem to appropriate resolver group using IT Ticketing System

Install upgrade support and troubleshoot for printers related computer hardware

Performs general preventative maintenance tasks on computers laptops printers

Customize configure desktop hardware to meet specifications and business standards

Email account administration ie account creation and management and distribution lists on Office 365

User account administration ie account creation and management and password resets on Active Directory

Familiarize end users on basic software hardware and peripheral device operation and solve basic queries

Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool

Configuring iPadiPhonesAndroid for the users to enable them check emails and be connected on the go

Basic knowledge of Networking Virtualization Outlook Windows Mac OS Web Based and Installable applications

Strong knowledge on MFA configuration

Customer Focus

Providing timely and accurate resolution of technical issues experienced by the Users

Excellent communication skills

Identify and escalate severe issues which could cause production impact

Technical Skillset Need to Know

Networking Experience in LANWAN Environment

Good knowledge of Active Directory

Citrix

O365

Microsoft Windows

Mobile Operating Systems AndroidiOS

Antivirus

SharePoint

Knowledge of LaptopDesktopTablet issues

VPN Troubleshooting Cisco VPN

MFA

Technical Skillset Good to Know

Knowledge of Infrastructure Exchange Server Technologies

Virtualization VMware Cloud Azure

Hands on experience working in Service Now ticketing tool

Skills

Mandatory Skills : Servicedesk Good to Have Skills : Jira Service Desk, Windows Server