kaushik mitra

I have total 8 years of experience with 3 years of experience in technical helpdesk

1.Help desk support

2.Service support

3.Remote work support

4.Desktop support

5.Technical issues analysis

6.Customer service expert

7.Issue troubleshooting

Global Enterprise Support Apex Analytix Pvt. Ltd, Gurgaon- Primary Tasks/Activities:

1 Ensure coverage of the Enterprise Support ticket queue 

2Provide basic Windows server troubleshooting to users to provide better information R&D and Infrastructure Teams. 

3.Close and address tickets with responsibility assigned to the Enterprise Support. 

4.Answer all calls and emails received by Enterprise Support

5. Thoroughly document all calls and emails received by Enterprise Support according to defined standards.

6. Ensure all tickets are current, utilizing timely follow-up. 

7.Work to meet Service Level Agreement (SLA) on all tickets sent to Enterprise Support

8. Escalate issues to Enterprise Support Lead if it is in danger of missing the targeted SLA 

9.Document all support issues that are greater than Level One, and correctly redirect to the appropriate party for resolution

8.Become knowledgeable of the APEX software products Become knowledgeable of the APEX infrastructure Follow Enterprise Support procedures Responsible for the overall security of systems they will be administering including protecting client data