Job Responsibilities:
- Voice Support, Chat Support and Email technical Support to ensure closure as per ITIL Incident Management process.
- Follow-up/ update ticket for every call to ensure timely closure.
- Call ownership, drive to resolution and communication with customer.
- Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
- Proactive monitoring & Perform documented Escalation process.
- Troubleshooting on Application Support (Off Shelf or Customized)
- Troubleshooting on VPN software and Collaboration tools
- Troubleshooting on application support or Password Reset on Remote-Control tools.
- Troubleshooting of MS Windows & Office, Desktops, Laptops Peripherals and Networking
- Keep Users regularly updated with Alerts advising of any new or changed information.
- Be willing to take on additional responsibilities and learning opportunities as they come up.
Skills Required:
- Bachelor’s Degree, or equivalent experience
- 3 + years of technical support experience with an IT Service Desk or Application Support
- 1 -2 years’ experience working with Microsoft products including Windows 10, Office and Outlook.
- Excellent customer management and service skills; interpersonal skills; analytical and problem-solving skills
- Experience in issue resolution and troubleshooting.
- Experience in ServiceNow, BMC Remedy, BMC Helix.
- Willingness to work in EU shift.
- Excellent written, oral and verbal communication skills in English.