Experience in providing technical support to customers via telephone, email and chat.
Experience in handling inbound calls for international customers, preferably from US or Canada.
Hands on experience in diagnosing and resolving issues relating to general computer problems, printing, VPN connectivity, email clients, network drives, company websites, software applications, hardware, etc.
Hands on experience in resolving commonly reported issues with Office365 desktop and mobile applications.
Experience in unlocking user accounts and performing password resets either directly via Active Directory or using an Enterprise Identity Management system.
Hands on experience in handling a minimum of 25-30 calls per day and documenting the incidents in a ticketing system.
Experience in i dentify ing and escalat ing major incidents to the appropriate support teams as defined in the major incident management process.
Experience in monitoring the availability and uptime of production systems, infrastructure devices and business critical applications using diversified monitoring tools .
Hands on experience in any IT monitoring tools like SolarWinds, Splunk, Dynatrace, etc.,
Hands on experience in User access provisioning and SAP role provisioning.
Experience in creating documentation with step-by-step instructions on how to resolve some of the most common computer problems.
Flexible to work in a 24/7 & rotational shift pattern (including weekends); shift rotation will be monthly.
Should possess excellent Communication Skills - verbal and written.
Knowledge and/or experience in ServiceNow application will be an added advantage.
Should be willing to work in the contract position for a minimum of 2 years
Qualifications
Roster Planning : to ensure that we have availability of resources to support End customers
Escalation handling : To pitch in whenever there is a escalation and driving it to smooth er closure
Process Documents: Monitoring process flow while handling incidents/IAM Requests
Ageing tickets: Scrubbing of tickets from agents bin , evaluate them and drive t o closure
Follow-ups : Having regular follow-ups with Agents on their current tickets and support them to resolve it
New /Changes: Any change in process or new projects needs to be discussed with agents and make them understand to make it as a routine
Monitoring Das h boards: Need to monitor dashboards and act accordingly (Monitoring , Service now Dashboards)
Random Audits : Need to do some Random Audits on Agent tickets to ensure there is no compliance issues or quality issues
KB Reviews: To ensure there should be a KB for all the service portfolio that we offer for the end users.
Trainings: Identify their Training needs & To conduct Trainings/Refreshments Trainings for all the Command center to get their knowledge Refreshed.
