L1 Technical Support

Job Description

• Provide first contact support of incoming requests to the service desk via telephone,
• web portal, email to ensure courteous, timely, and effective resolution of end-user issues.
• Identifies, investigates, and resolves users' problems with computer software, applications, and hardware.
• Remotely installs, configures, diagnoses, and corrects problems for computers, workstations, and servers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• General support knowledge of Operating systems such as Windows and Linux across various hardware platforms
• Refer unresolved customer issues / grievances to the special designated departments with complete history for further investigation.
• Always ensure customer/user confidentiality and data protection
• Problem-solving skills and quick thinking to own & resolve customers’ issues
• independently, thoroughly & efficiently
• Be proactive and show the utmost respect for the customer's time.
• Good time management, ensuring all contacts with customers add value. Ability to multitask.

Qualifications

Skills Required

Interview Process

• Resume screening 
• Telephonic round 
• Technical round (F2F at Nashik)
• HR round (F2F at Nashik)