Junior Service Desk Agent - Level I

Job Title: Service Desk Agent – Level I

Job Location: Houston, TX (Remote - need to go office once in month)

Experience Required: 1 - 5 years

Responsibilities & Qualifications

Responsibilities

• Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
• Follow-up/ update ticket for every call to ensure timely closure.
• Call and Ticket ownership, drive to resolution and communication with customer.
• Perform Incident Management Life Cycle Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
• Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
• Proactive monitoring & Perform documented Escalation process.
• Troubleshooting on Application Support (Off Shelf or Customized)
• Troubleshooting on IOS and Android mobile devices
• Troubleshooting on VPN software and Collaboration tools
• Troubleshooting on Password Reset tools and Remote Control tools
• Troubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals and Networking
• Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
• Interaction with internal and external stakeholders

Qualifications

Experience – Essential

• Exposure to similar role for a minimum of 6 months.
• Experience of working in 24/7 environment.

Experience – Desirable

• 1 year or more experience in similar role.
• Bilingualism in English
• Experience on Deice support, application support
• Exposure on ITSM ticketing tools