Technical Support Representative Jobs in Bangalore - Black & White Business solutions pvt ltd
Job Description
Given below is the JD for Analyst Service Desk. Let me know if you need any additional information.
- Excellent Communication
- Checking KB for Known errors
- Willing to work in US shift
- Logical skills to troubleshoot customer/proprietary applications
- Fair knowledge on Active directory and its structure
- Fair knowledge on server services
- Fair Knowledge of mobile devices and functionality ( I-phone / IPAD/ Android & PDAs used for corporate E-mail)
- Outlook configuration / troubleshooting.
- Citrix client Installation / configuration / troubleshooting
- 3rd party application configuration and troubleshooting
- Configuration and troubleshooting of desktop, network, multi-function printers
- Configuration and troubleshooting of scanners, copiers and other IT peripherals
- Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received
- Prioritizing, Categorization of ticket and taking remote capture to resolve
- Providing ticket number to user via phone, E-mail
- Key in the appropriate and timely log notes in the ticket as and when there are findings/updates.
- Updating users on the ticket progress
- Allocation to desk side support if desk side intervention required
- Following up of ticket to closure
- Reduce Turnaround time and increase computing time
- Closure of tickets in the CRM tool
- Escalating to customer/end users as appropriate
- Escalating to ML operations team
- Responding to mails with updates on the same business day and providing reports as and when required
- Logging Incident in other tools if applicable
- Preparing Incident checklist
- Updating the customer on ticket progress
- Generating new articles for Knowledge Base and publishing the same
- Provide reference of relevant ticket
- Monitor and record the IT downtime for individual/shift
- Shift Handover / take over
- Adherence to SLAs and all the KPI metrics derived for individual, Role, program.
Job Particulars
Role others
Who can apply Freshers
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id297195
Locality Address
State Karnataka
Country India
About Company
Black & White Business solutions pvt ltd
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