Helpdesk Associate - Mac Troubleshooting

Details of the offer

Requirements –
• Min 2-3 years of relevant experience in a technical support role & 12 months on the current grade
• Working Knowledge of Operating Systems such as Windows 7 & 10
• Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications
• Working knowledge of MS Office suite & Skype for business
• Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management.

Detailed roles and responsibilities:
• Senior Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions
when an end user has been unsuccessful working under the direction of the Level 1 Customer
Service Desk. Incidents that are not resolved at the RRT will be routed to the deskside support
team for resolution or as per the KBA defined (for outside the scope of Deskside)
• Resolve Incidents and Problems associated with End User Devices and End User Software, and
provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately
be responsible for resolving all Incidents and Problems associated with failure or degradation of
Services related to End User Devices and End User Software.
• Contact the end user via phone to schedule the remote session call and coordinate
with onsite assistance if required.
• Route / reassign calls to other levels of support, as required if miss-assignment occurs
Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems
and Service Requests.
• Update the ITSM Tool fields upon successful resolution of the Incident.
• Utilize Provider's remote tool to enable remote takeover sessions.
• Attempt to resolve certain Incident Types by remotely taking control of the End User Device,
provided the End User's system is accessible
• Utilize remote controls to manage and update desktop system Software, and to maintain
configuration of systems and applications.
• Request end-user approval for remote takeover of system in support of incident resolution or
request fulfillment
• Escalate repeat issues to the appropriate service organization to allow root cause analysis to be
performed and resolution to be driven.


Nominal Salary: To be agreed

Source: Eightfold_Ai

Requirements

Application Architect

Designs standards required to be followed by the applications in the applications/assets that address the business processes and meet business needs. The res...


Ibm Careers - New Delhi

Published a month ago

Package Consultant: Sap Hana Fin Fscm

You and IBM India IBM's Purpose is to be essential to our clients, to the world and one another and we are confident that together as IBMers we will drive t...


Ibm Careers - New Delhi

Published 13 days ago

Data Scientist: Advanced Analytics

Work with broader team to build, analyze and improve the AI solutions. You will also work with our software developers in consuming different enterprise appl...


Ibm Careers - New Delhi

Published 13 days ago

Package Consultant: Sap Cloud Integration

As an SAP Consultant, you will serve as a client-facing practitioner responsible for selling, leading, and implementing expert services using the breadth of ...


Ibm Careers - New Delhi

Published 13 days ago

Built at: 2024-12-23T02:03:40.288Z