Job Description :

Roles and Responsibilities :

- Agents will be responsible for taking calls and chats to assist the users.

- Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.

- Deploy/patch software using LANDesk technology/UEM.

- Maintain a high degree of customer service for all support queries and adhere to all service management principles.

- Analyze and resolve incidents with a goal of 90% First Call Resolution.

- Advising users on appropriate courses of action.

- Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner.

- During change/Outages, act systematically to respond to, day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.

- Knowledge Base and process documentation skills.

- Communicate call trends and challenges during team meetings.

- Escalating, if needed, unresolved problems to a higher level of support.

- The ability to take on small projects from start to finish.

- Knowledge on ITIL basics.

Qualifications and Skills :

- 3-6+ years of experience in service desk.

- Experience of working/Troubleshooting with Window 50% - MAC 50% will be an added advantage.

- Should be willing to work in flexible shifts including Night shifts.

- Excellent communication skills.

- Active Directory.

- Office 365.

- Slack.

- ServiceNow.

- VPN.

- Conferencing Services (Zoom, Blue jeans, etc.).

- Collaboration services (SharePoint, OneDrive, Google Drive, etc).

- Remote Tool (LogMeIn, Zoom, etc.).

- Windows Troubleshooting (BSOD, App Crashing, PC Performance).

- Networking.