Job Seekers, Please send resumes to email@example.com
- Active Directory
- MS Office
Minimum years of experience*: 4
Responsibilities you would expect the Subcon to shoulder and execute*:
- Handle calls from internal users and provide level 1 troubleshooting over the call
- Document ticket in ServiceNow and escalate to L2 teams
- Handle emails in Helpdesk queue and convert them to tickets in ServiceNow
- Call back end users requesting assistance through email or self - service tickets
- Follow-up with end users on existing tickets for updates and resolution
- Provide high quality customer services on all calls, emails and tickets.
- Required Experience:
- Minimum 3 to 5 years of experience in Helpdesk Support and Customer Service
- Knowledge of troubleshooting windows OS related issues via phone
- Experience in using ticketing tools such as ServiceNow
- Experience in using applications such as SCCM, Active Directory, MS Office, etc.
- Knowledge of ITIL terms such incident, service requests, etc.
- Basic network and printer troubleshooting knowledge
Interview Process (Is face to face required?) No
Does this position require Visa independent candidates only? Yes