Service Desk Associate

Job Description

Responsibilities: Monitoring the customer IT infrastructure using Webkorps provided monitoring tools. Respond to the customer calls and open support ticket. Respond to the monitoring Alerts. Respond to the service & incident support tickets. Contacting customer to find out the nature of the problem. Categorize and set priority for the support tickets. Providing technical support via remote-access, follow 1st call resolution process. Troubleshooting hardware and software issues as per the SOP defined. Good Understanding on Windows & Linux OS, AD/DHCP/DNS, Azure/AWS IaaS, O365, Google Work Space, Network infrastructure. Support for O365/Google email infra, Computer software including OS, Office, Anti-Virus, Other Apps Troubleshooting Network Devices and connection issues up to L1. Handle Level L1 issues and adhere to escalation matrix. Log calls into Webkorps provided ITSM based ticketing systems and follow ITSM Process. Follow up for open tickets and update the completed support tasks on ticket worklog and reports. Maintaining good client relations. Tracking and managing work records. Job Type: Full-time Shift: Day shift Work Days: Monday to Friday Experience: IT Help Desk: 1 year (Required) Location: Indore, Madhya Pradesh (Required) Work Location: In person