| • Provide first level contact and convey resolutions to customer issues to the end user’s satisfaction.
• Utilize excellent customer service skills and exceed customers’ expectations
• Record, Address, Track and Resolve incidents and requests raised by the end users through Helpdesk System (Service now), E-mails, Direct calls/ chats and walk-ins.
• Diagnose and resolve technical hardware and software issues and escalate unresolved queries to next level of support.
• Create a positive end user experience and build strong relationships by understanding the issue, ensuring timely resolution, communicating promptly on progress, with a consummately professional attitude.
• Route incidents or requests to appropriate IT resource and effectively coordinate problem resolution and communication to the end user.
• Identify and escalate issues that need urgent attention and follow up promptly.
• Stay current with changes and updates in the supported application(s) functionalities, features and enhancements.
• Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the end user communication is complete.
• Document resolutions and keep the knowledge base up-to-date.
• Adhere to and support defined ITIL standards, policies, procedures and follow best practices.
• Prepare appropriate reports from Service now for the management to take informed decision.
• Inform management of recurring problems.
• Be a very good team player and exhibit a passion for self-growth as well as growth of the company.
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MyAspirations