Job Description
Job Description
Job Title: Service Desk Agent – Level I
Job Location: Houston, TX (Remote - need to go office once in month)
Experience Required: 1 - 5 years
Responsibilities & Qualifications
Responsibilities
- Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
- Follow-up/ update ticket for every call to ensure timely closure.
- Call and Ticket ownership, drive to resolution and communication with customer.
- Perform Incident Management Life Cycle Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
- Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
- Proactive monitoring & Perform documented Escalation process.
- Troubleshooting on Application Support (Off Shelf or Customized)
- Troubleshooting on IOS and Android mobile devices
- Troubleshooting on VPN software and Collaboration tools
- Troubleshooting on Password Reset tools and Remote Control tools
- Troubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals and Networking
- Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
- Interaction with internal and external stakeholders
Qualifications
Experience – Essential
- Exposure to similar role for a minimum of 6 months.
- Experience of working in 24/7 environment.
Experience – Desirable
- 1 year or more experience in similar role.
- Bilingualism in English
- Experience on Deice support, application support
- Exposure on ITSM ticketing tools