Desktop Support Associate Technician

Desktop Support Associate Technician

Roles and Responsibilities:

• Provide tier 1 support, analysis and resolution planning for detected issues and seeks appropriate resolution of issues. (Desktop & Laptop, Application, Network, & Server Platform troubleshooting)

• Responsible for receiving / logging calls from customers as per specified norms.

• Responsible for 24x7 shift operations in Global Helpdesk for supporting all internal & external clients.

• Responsible for handling all tickets across sites locally/remotely (Using remote tool) as per Global shift roster and guidelines.

• Escalate and track the trouble-ticket progress with other support/next level teams to make sure the tickets are being resolved within agreed SLA time frame.

• Responsible for proper shift handholding and handover process, all pending tasks/tickets should be given to next shift engineer with proper communication.

• Responsible for support users from home whenever required to WFH

• Ready to work in different shifts including Night shift. (24x7 shifts)

Experience:

• Responsible for 24x7 shift operations in Global Helpdesk for supporting all internal & external clients.

• Responsible for desktop, laptop, network, server level1 troubleshooting & fix.

• Patch and security configuration compliance (includes virus detection for server and client and latest definition update)

• Escalating the calls to vendor whenever required, analyse reports & recommend changes to process/technology wherever required

• Documentation of the problems to support solution database for diagnostics and solution implementation. – E2E Case Management

• Applies diagnostic techniques to identify problems, investigate causes and recommend solutions to correct failures

• Establishes and maintains excellent customer rapport.

• Handling of monitoring tools and first level analysis of alerts generated

• Handling Service request such has Create/ Delete/ Modify mailbox & mailbox properties.

• Handling mailbox movement, mailbox size increase, AD account creation, Backup monitoring.

• Understand how connectivity is established between client and server application.

• Responsible for multiple rollouts/release management whenever required.

• Need to take customer calls when required.

• Should be able work in different projects of IT.

• High priority & E2E support to VIP users.

• WFH support experience will be added advantage.