Service Desk Technician

Job Description

• Handling all the Inbound calls, chat and emails in service desk.
• Handling Basic L1 queries from end users.
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
• Diagnose and quickly resolve a wide range of Windows applications issues.
• Good troubleshooting knowledge on internet and VPN issues.
• When the restoration is beyond the scope of the support escalate the issue problem to appropriate resolver group using IT Ticketing System Install, upgrade, support and troubleshoot for printers & related computer hardware.
• Knowledge of Citrix and VPN.
• Customize & configure desktop hardware to meet specifications and business standards.
• Email account administration, i.e., account creation and management and distribution lists on Office 365 User account administration, i.e., account creation and management and password resets on Active Directory Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries.
• Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool.