About the role
Provide support to Amdocs internal users for IT related support
Knowledge to support various Desktop and Laptop models available in Amdocs
Image Amdocs Laptops and desktops with the Amdocs image
Should use the internal CRM application to log new cases & update progress on existing cases in a timely manner
Knowledge to support windows related issues escalated by Remote Support
Manage ServiceNow incident and request workflows by taking ownership, prioritizing incoming work, and delivering services meeting defined Service Level Agreement (SLA) timelines
Resolve and respond to user questions received via ServiceNow, email or other collaboration methods meeting defined OLA and SLA
Use technical knowledge bases(internal & external) to resolve technical issues & collaborate on issues with relevant teams as required
Support meeting/conference room IT infrastructure
Vendor management – Deal with various desktop/laptop vendor to support existing requirements and plan for future requirements.
Initiate procurement requirements for new PC/Laptop devices to support existing and growth requirements
Need to be on call after office hours and during weekends for any major disruptions in IT Service
Document new procedures as well as maintain documentation on troubleshooting and technology, contribute to the knowledge base as required
Collaborate effectively and closely with end users, IT stakeholders
