Cloudious
-
Handling all the Inbound calls, chat and emails in service deskHandling Basic L1 level queries from endCorrectly logging incidents and faults, categorizing and prioritizing them in line with team proceduresDiagnose and quickly resolve a wide range of Windows applications issuesGood troubleshooting knowledge on internet and VPN issuesWhen the restoration is beyond the scope of the support escalate the issue/problem to appropriate resolver group using IT Ticketing SystemInstall, upgrade, support and troubleshoot for printers & related computer hardware.Knowledge of Citrix and VPNCustomize & configure desktop hardware to meet specifications and business standardsEmail account administration, i.e., account creation and management and distribution lists on Office 365User account administration, i.e., account creation and management and password resets on Active DirectoryFamiliarize end users on basic software, hardware and peripheral device operation and solve basic queriesTake ownership and responsibility of queries, issues and problems and document it in the ITSM ToolConfiguring iPad/iPhones/Android for the users to enable them check emails and be connected on the go.Basic knowledge of Networking, Virtualization, Mac OS, Web Based and Installable applicationsGood understanding of computer systems, mobile devices and other tech productsSkills Required: Windows 10Roles:Technical Skillset Need to KnowGood knowledge of Active DirectoryCitrixO365Microsoft WindowsMobile Operating Systems (Android/iOS)AntivirusSharePointKnowledge of Laptop/Desktop/Tablet issuesVPN TroubleshootingMobile Device ManagementTechnical Skillset Good to KnowKnowledge of Infrastructure / Exchange / Server TechnologiesRequired Background ExperienceAny Graduate1-3 years in a service desk environmentITIL awareness (Certification not required but is a plus)Hands on experience working in ITSM tools like Service Now, Remedy etc.