Helpdesk Associate - Coimbatore, India - Hashmap
Description
Requirements -
- Min 23 years of relevant experience in a technical support role & 12 months on the current grade
- Working Knowledge of Operating Systems such as Windows 7 & 10
- Working knowledge of MS Office suite & Skype for business
- Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management.
Detailed roles and responsibilities:
- RRT Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions
Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside support
team for resolution or as per the KBA defined (for outside the scope of Deskside)
- Resolve Incidents and Problems associated with End User Devices and End User Software, and
be responsible for resolving all Incidents and Problems associated with failure or degradation of
Services related to End User Devices and End User Software.
- Contact the end user via phone to schedule the remote session call and coordinate
- Route / reassign calls to other levels of support, as required if missassignment occurs
and Service Requests.
- Update the ITSM Tool fields upon successful resolution of the Incident.
- Utilize Provider's remote tool to enable remote takeover sessions.
- Attempt to resolve certain Incident Types by remotely taking control of the End User Device,
- Utilize remote controls to manage and update desktop system Software, and to maintain
- Request enduser approval for remote takeover of system in support of incident resolution or
- Escalate repeat issues to the appropriate service organization to allow root cause analysis to be
More jobs from Hashmap
-
Oracle Forms
Gurgaon, India - 1 day ago
-
Systems Integration Advisor
Bengaluru, India - 1 week ago
-
Business Sys. Analysis Advisor
Noida, India - 3 days ago
-
Network Support Advisor
Bengaluru, India - 1 week ago
-
Dba-solicited
Bengaluru, Karnataka, India - 1 week ago
-
Business Intelligence Advisor
Noida, India - 1 week ago