Description:
- Diagnose and resolve issues and requests, reported through emails
- Carefully follow through the email threads and manage them in outlook shared mailbox
- Respond with proficient technical writing skills
Tickets Management:
- Accurately maintaining the log and track of reported issues and requests via unique tickets
- Assignment of tickets to correct teams
- Ensure completing the cycle of tickets (open to end
Access and Network ID Management:
- Managing/troubleshooting user accounts, user-permissions, ceasing user accounts and rights on corporate resources by applying group policies.
- Troubleshooting Level-1 (preliminary diagnosis) of issues on Windows and Mac OS.
- Dealing with minor Microsoft Outlook issues and providing support to users with email configuration settings on the exchange.
- Providing/troubleshooting VPN services for remote users.
- Providing onsite and remote help using VNC/Team Viewer utility.
Incident Management
- Acting as front line support for the users, carefully assessing the severity of the issues triaging and/or escalating them to relative support departments according to set policies and procedures.
- Manage enterprise wide outages, working efficiently and driving the teams towards root cause analysis, management.
- Dealing with desktop support issues i.e. Application issues (Microsoft Office applications, client provided applications, in-house developed applications); ensuring and applying essential updates & fixes.
- Basic knowledge of Networks (IP related issues, router/hub/switch related issues, using network commands to troubleshoot, ping, nslookup, ipconfig, tracert, circuits, topologies, routing protocols). Server and System issues.
Reports
- Hourly Performance Logs, Task Logs and Checklists (Smart sheet), Prelim Incident reports and Avaya PBX IDs database
Key Performance Indicators
- AHT (Average Handling Time), FCR (First Call Resolution), SLA (Service Level Agreement) Quality, Staff time, Attendance Performance Targets