How you’ll spend your day
Perform initial problem determination (level 1) in support of scope of services with related hardware, software and services support.
Provide in-scope technical advice and guidance, trouble shoot end users queries / issues and advise potential resolutions within specified KPIs and metrics.
Handle service entitlement failures associated with requests for in-scope services.
Assign records to other support groups, as and when required.
Act as service desk's advocate when dealing with other support / resolver groups.
Initiate the service outage procedure, update VRU status messages with outage information, as required.
Process requests for password resets and manage the requests to satisfactory completion.
Accurately log all interactions via established business processes and tools.
Understand and contribute to the improvement of various performance metrics.
Update inventory for software licenses, hardware and reporting.
Your experience and qualifications
0 – 1 years' experience as a technical service desk agent
Excellent logical reasoning, troubleshooting and problem determination skills
Strong communication (verbal and written) skills
Knowledge and experience with Remote takeover tools.
Work in office is required (No work from home option)
Information Technology
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