Desktop Support Specialist

Required for Service Desk Analyst L1

· Willing to work in 24x7 shifts

· To provide 1st line technical support; answering support queries via phone, email, Chat and Web

· To maintain a high degree of customer service for all support queries and adhere to all service management principles.

· To take ownership of user problems and be proactive when dealing with user issues.

· Logging / verifying customer details

· Identifying the issue and categorizing / prioritize the incident

· Creating a ticket in ITSM tool

· Referring KB for workaround / resolution and attempting resolution

· Strong interpersonal skills are a prerequisite.

· Ability to work effectively in a dispersed team and individually.

· Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)

· Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)

· Routing / Chasing of tickets with other PRG's

· Recording trend of calls and identifying outages proactively

· Callbacks for customer not reachable cases & customer request

· Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation

· Creating child tickets and tagging them with problem ticket

· Callback the user and confirm resolution (where ever applicable)

Key skills required:

1. Basic Knowledge on Hardware, Win OS, Networking

2. Troubleshooting Peripherals, Applications and Usage