Job Overview

it service desk, english voice tech support, incident management

responsibilities:

serve as the point of contact for customers seeking technical assistance related to hardware and software over the phone, chat, or email.

perform remote troubleshooting through diagnostic techniques and pertinent questions!

experience in performing password reset, application installations and other first-time fixes

determine the best solution based on the issue and details provided by customers

should be competent in problem analysis and solving issues through sop/ kb articles

identify and escalate tickets requiring urgent attention and coordinating with different teams

record events and problems and their resolution in logs

proactively monitor, follow up and expedite the resolution of assigned and pending tickets.

adhere to work schedules, attendance and leave policies.

respond, investigate, and resolve incidents related to desktop and mobile device operating system environment.