Service Desk Agent – Level I

Responsibilities & Qualifications

• Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
• Follow-up/ update ticket for every call to ensure timely closure.
• Call and Ticket ownership drive to resolution and communication with customer.
• Perform Incident Management Life Cycle Process starting with Incident Logging to Call Closure and customer satisfaction survey.
• Telephonic support to End Users and co-ordination with Vendors Client Problem Management team and other Towers.
• Proactive monitoring & Perform documented Escalation process.
• Troubleshooting on Application Support (Off Shelf or Customized)
• Troubleshooting on IOS and Android mobile devices
• Troubleshooting on VPN software and Collaboration tools
• Troubleshooting on Password Reset tools and Remote Control tools
• Troubleshooting of MS Windows & Office Desktops Laptops iPad Peripherals and Networking
• Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
• Interaction with internal and external stakeholders

Qualifications
Experience Essential

• Exposure to similar role for a minimum of 6 months.
• Experience of working in 24/7 environment.

Experience Desirable

1. 1 year or more experience in similar role.
2. Bilingualism in English and French
3. Experience on Deice support application support
4. Exposure on ITSM ticketing tools