- The incoming resource will act as the initial point of contact for all computer and system-related concerns from employees and track and follow up on all incidents from their opening to closure. They will also help troubleshoot & resolve audio/video conference issues and VPN issues.
Job Responsibilities
- Attend user tickets to analyze, troubleshoot, diagnose, and resolve hardware and application related incidents, service requests and provide L1, L1+ support to end users remotely & onsite
- Respond to user inquiries over, Tickets, Chat, Email, Phone Call and assist in troubleshooting and resolving challenges on-site and remotely as per defined SLA
- IT Induction for new joiners on day 1
- Build and test laptops for new starters, ensuring they are ready to go on day 1
- Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved
- Act as the initial point of contact for all computer and system related concerns from employees
- Manage users, groups, computers & security groups in Active Directory
- Experience in managing O365 mailboxes and groups
- Assisting users with their queries remotely via MS Teams, Zoom or via remote control tools
- Work on ServiceNow to record, categorize and resolve incidents
- Work on the Service Request fulfilment from users following the approval process on
- ServiceNow
- Track and follow up of all incidents from open till closure
- Responsible to keep the mgmt. informed about the major incident / high priority incidents
- Maintain hardware inventory
- Work with the local site engineers wherever required to troubleshoot issues on ground
- Creates daily / weekly / Monthly reports and dashboards for internal as well as management use.
- Troubleshoot & resolve audio/video conference issues, VPN issues
- Drive Major incident resolution process & drive with other support teams for closure
- Drive Incident Management, Problem Management, Asset Management Process
- Enable KMDB, CMDB process on ITSM Tool
- Identify & implement Automation opportunities for recurring tickets
- Ensures quality controls are in place and does regular check-up of the SOPs
- Handle escalations and ensure follow up till closure
- Send planned / unplanned outage communications
- Work on RCA with resolver groups for P1 incidents
- Availability during India & UK Hours to provide support
- 24*7 availability on need basis to support any Production issue
Desired Skills
- 8-10 Years of professional experience in relevant role
it helpdesk manager temp role.
- gurgaon, haryana
- posted 7 march 2023
- closes 5 may 2023
experience
10
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