Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
What You'll Do: ️ Provide first-level IT support to end users via phone, email, or in-person Troubleshoot hardware, software, and network issues Log and track incidents using ticketing systems Escalate unresolved problems to appropriate teams Maintain accurate records of user interactions and solutions Ensure excellent customer service during all interactions
What You'll Do: ️ Provide first-level IT support to end users via phone, email, or in-person Troubleshoot hardware, software, and network issues Log and track incidents using ticketing systems Escalate unresolved problems to appropriate teams Maintain accurate records of user interactions and solutions Ensure excellent customer service during all interactions
Key Responsibilities:Monitor and manage support mailboxes and user requests.Log, track and manage support tickets to ensure SLA compliance.Triage incidents and escalate complex issues to the L2/AMS team.Coordinate with technical teams to ensure timely issue resolution.Communicate with end users on issue status and resolution timelines.Maintain support documentation, runbooks and knowledge base articles.Support recurring governance and compliance activities.Preferred Skills & Experience:IT Helpdesk / Application Support / L1 or L2 Operations experience.Familiarity with one or more of the following platforms:Salesforce CRM / Marketing CloudWorkatoUiPathWorkday (Cumulus)TableauSlackExperience with ITSM tools such as ServiceNow, Jira or equivalent.Good communication and stakeholder management skills
Key Responsibilities:Monitor and manage support mailboxes and user requests.Log, track and manage support tickets to ensure SLA compliance.Triage incidents and escalate complex issues to the L2/AMS team.Coordinate with technical teams to ensure timely issue resolution.Communicate with end users on issue status and resolution timelines.Maintain support documentation, runbooks and knowledge base articles.Support recurring governance and compliance activities.Preferred Skills & Experience:IT Helpdesk / Application Support / L1 or L2 Operations experience.Familiarity with one or more of the following platforms:Salesforce CRM / Marketing CloudWorkatoUiPathWorkday (Cumulus)TableauSlackExperience with ITSM tools such as ServiceNow, Jira or equivalent.Good communication and stakeholder management skills
Perform server hardware assembly, disassembly, component replacement, and repair involving compute, storage, NICs, power modules, fans, memory, and GPU servers as applicable.