- Support end users, clients, stakeholder and partners via call, chat, and email mediums.
- Act as a 24x7 support point to IT Infrastructure / Applications /Site Services support teams.
- Provide 1st line diagnosis and ticket resolution.
- Log all relevant incidents / Service requests details into the ticketing tool based on priority seriousness and categorization.
- Escalate incidents and requests to appropriate service department for Level 2 & 3 resolution.
- Adhere to work instructions and processes defined in SOPs.
- Adhere to defined SLAs, KPIs and quality metrics to achieve IT goals.
- Own the tickets and follow up until resolution on user behalf, communicate with endusers keeping them informed of ticket progress and its changes to deliver positive customer experience.
- Update knowledge base with uptodate relevant information as and when needed.
- Report identified challenges and improvement opportunities to drive CSI.
- Manage support queues to ensure all tickets are actioned on time.
- Proactively identify system impacting issues through the analysis of user calls and tickets.
- Perform realtime tier 1 troubleshooting via remote access to system components to isolate, manage and resolve issues.
- Coordinates and tracks all maintenance activities.
- Manage the intake of information and record accurately.
- Develop and maintain positive communications between IT Infrastructure / IT Applications / IT Operations
- Use acquired knowledge to influence and improve IT practices and technologies.
- Work in a Supervised Environment.
- Execute Service Desk IT support functions for User Community
- Provide technical user/systems support for desktops/laptops and user computing environments.
- Coordinate actions across the IT organization to meet user requirements.
- Primary IT point of contact for users (Customers).
- Contribute to systems and operational projects.
- Perform remote standard installations of software and software upgrades.
- Open minded and ready to learn and absorb things.
- Excellent interpersonal, verbal, and written communication skills
- Excellent problemsolving skills
- Customer focused approach to work; excellent customer service skills
- Experience in working with Incident / Service Requests.
- Experience in handling calls, Chats, and emails from global users and effectively able to communicate remediate their queries and issues.
- Capable to handle VIP users and users escalations.
- Good experience in desktop support and operations, including PC and User support.
- Good experience in troubleshooting PC OS, Software, and PC accessories
- Ability to handle multiple tasks concurrently.
- Ground concepts of networking, windows, MS Office, and other application environments
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Senior IT Support Engineer - india, India - Aricent
Description
Role :
SENIOR IT SUPPORT SPECIALIST
Job description :
Key Accountabilities :
Essential Function :
Skills :
