Service Desktop Support Admin

Job Description

• More than 1 year of experience in handling Technical service desk.
• Queue Management Timely case acceptance & acknowledgement, categorization, resolution and reassignment
• Search the knowledge base for incident resolution procedure
• Ensure that all support tickets are updated with the correct and complete information
• Own incident resolution at all times and keep user informed of status
• Provide ETA for delayed streams/Process
• Analyze and troubleshoot a wide range of queries via phone or chat
• Escalate the incident to next line of support in case procedure does not exist; or application of procedure does not resolve incident
• Walk the customer to the problem solving process
• Maintain ownership of Incidents till closure, ensuring status update and resolution according to SLAs / KPIs
• Knowledge Sharing / Cross Training of applications
• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels.
• Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
• Image and setup workstations using SCCM
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.