Job Description :

• Jr (3-4 yrs.)

• Own end to end responsibility to progress each ticket logged onto Customer's ServiceNow for any resolver group, irrespective of geography, application or support area.

• Tickets will be managed by priorities and determined by Customer specific business impact, with the Service Desk operative providing regular end-user updates and escalating within any resolver groups, Customer team or vendors to ensure visibility of any potential failures to resolve issues to the satisfaction of the End User.

• Each associated Service Desk operative will be familiar with Customer business imperatives, technologies and support processes. They will be responsible for progressing to completion.

• Troubleshoot, diagnose and analyze the issues and implement corrective solutions related to Laptops/ desktops/ mobiles and peripherals

• Utilize LogMeIn remote desktop tool to facilitate troubleshooting efforts with Customer users

• Document the activities, situational facts, communication, troubleshooting and update the knowledge base during troubleshooting activities

• MACD activities, training and job-aids for new users

• Vendor coordination with third-party firm to manage the Asset Management lifecycle.

• Desktop / laptop / phones / tablet OS to support - MAC, PC, IOS, Android

• Provide basic level knowledge to users on hardware & software usage including onboarding orientations.


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