Job Description

The role is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating and resolving technical incidents and problems and to restore service to clients by managing incidents to resolution. He/she focuses on first line support for standard and low complexity incidents and service requests.Responsibilities• Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly• Provide technical support on operational or maintenance of a personal computers/Applications/ other products/peripherals using documented procedures and available tools• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction• Investigate first line incidents assigned and identify the root cause of incidents and problems• Use appropriate troubleshooting techniques by using the relevant FAQs and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises• Responsible to meet customer SLAs agreed in place• Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level to resolve the issue to the customer's complete satisfaction• Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management• Monitors client infrastructure and solutions