Crescent Techservices
Website:
crescentts.com
Job details:
Role: Command Center Control
Location: Chennai, Tamil Nadu
Experience: 2-4 Years
Shift : 24/7 and cab facility is provided
Responsibilities:
- Provide end-user technical support through voice, email, and chat channels for global users, including US/Canada regions.
- Handle inbound support interactions (25–30 per shift) and accurately log, update, and resolve incidents in the ticketing system.
- Diagnose and resolve common IT issues related to desktops/laptops, printers, VPN, email clients, network drives, browsers, and enterprise applications.
- Perform user account management activities such as password resets, account unlocks, and access requests using Active Directory or enterprise identity tools.
- Support Office 365 applications (desktop and mobile) including Outlook, Teams, OneDrive, and SharePoint.
- Monitor infrastructure, applications, and business-critical systems using monitoring tools and proactively identify alerts or service degradation.
- Identify, declare, and escalate Major Incidents as per defined escalation and incident management procedures.
- Perform user access provisioning, including application and SAP role access where applicable.
- Create and maintain knowledge articles and SOPs for recurring issues to improve first-call resolution and self-service adoption.
- Ensure compliance with shift handover protocols, documentation standards, and operational SLAs.
- Participate in rotational 24/7 shifts, including weekends and holidays, as per Command Center schedules.
Click on Apply to know more.