Desktop Support Technician
Published date: 2024/01/10
- Location: Mumbai, Maharashtra, India
• 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)
• 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)
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