• 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.