Service Desk Technician L1/l2- Tcs - Pune, India - NR Consulting - India
Description
Profile:
Service Desk Technician L1/L2
Exp:
- 5+ Years
NP:
Days
Location :
Pune
Detailed JD:
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- 24*7 support to End user Remotely
- Handling Tickets, creating, monitoring, updating, resolving issues reported over SNOW ticketing tool.
- Willing to accept new responsibilities, acquire and demonstrate relevant new knowledge.
- The goal is to create value for clients that will help preserve the company's reputation and business.
Roles & Responsibilities
- Strong knowledge of Windows operating systems, basics of MACOS.
- Ticketing tool, preferably SNOW understanding
- Knowledge of MDM, MS Azure and Intune
- Strong L1 technical troubleshooting skills for EUC
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problemsolving process.
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs
- Followup and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team
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