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Service Desk Associate

1.00 to 3.00 Years   Noida   13 Feb, 2025
INK IT SOLUTIONS AND CONSULTING PRIVATE LIMITED
Job LocationNoida
EducationNot Mentioned
SalaryRs 3.0 - 6 Lakh/Yr
IndustryBPO / Call Center
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

    Job description-
    • Level 1 Customer Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside supportteam for resolution or as per the KBA defined (for outside the scope of Deskside) Resolve Incidents and Problems associated with End User Devices and End User Software, andprovide break/fix support, advice, and assistance to Authorized Users. Associates would ultimatelybe responsible for resolving all Incidents and Problems associated with failure or degradation ofServices related to End User Devices and End User Software. Contact the end user via phone to schedule the remote session call and coordinate with onsite assistance if required. Route / reassign calls to other levels of support, as required if miss-assignment occurs Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems and Service Requests. Update the ITSM Tool fields upon successful resolution of the Incident. Utilize Providers remote tool to enable remote takeover sessions. Attempt to resolve certain Incident Types by remotely taking control of the End User Device, provided the End Users system is accessible Utilize remote controls to manage and update desktop system Software, and to maintain configuration of systems and applications. Request end-user approval for remote takeover of system in support of incident resolution or request fulfillment Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven.

Keyskills :
service deskhelpdesk

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