Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
Follow-up/ update ticket for every call to ensure timely closure.
Call ownership, drive to resolution and communication with Client.
Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
Telephonic support to End Users and co-ordination with Vendors, Client Problem Management
Proactive monitoring & Perform documented Escalation process.
Troubleshooting on Application Support (Off Shelf or Customized)
Troubleshooting on Printers & MFDs
Troubleshooting on VPN software and Collaboration tools
Troubleshooting on Password Reset tools and Remote Control tools
Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals and Networking
Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
Interaction with internal and external stakeholders
Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Windows 10 and Office 2013
Exposure to similar role for a minimum of 1-2 years.
Experience of working in 24/7 environment.
Experience on Desktop support, application support
Salary: Not Disclosed by Recruiter
Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations
Role:Associate/Senior Associate -(NonTechnical)
Employment Type:Permanent Job, Full Time
Desired Candidate Profile
Hathway Cable and Datacom Ltd.