Inchin Closer
Website:
inchincloser.com
Job details:
Job Description | L1 Support (Global Service Desk)
Job Summary:
Provide Level 1 IT support with Infra/Security Monitoring Services & End-User Services covering Applications, Laptops & Desktops, User Account Management and other areas assisting users via email and chat within the time specified by the agreed service levels.
Job Type: Full Time
Responsibilities:
- Handle Emails, incidents, and Requests on the ticketing and monitoring Infra/Security tool, taking necessary details, and ensuring the call is dealt with.
- Log details of all incidents: alerts/events and problems utilizing standard reporting methods.
- Provide first-line fixes, utilize relevant procedures, or escalate problems.
- Maintain procedures that are compliant with ITIL, the company’s quality management system.
- Knowledge of Computer, Printers, MS-office products, networks, servers, etc., and their components.
- Escalate tickets to L2 and L3 as appropriate and follow up for the resolution.
- Tracking and documenting any changes made to KB article and creating of KB article.
- Ability to work a flexible schedule outside of typical business hours.
- Ensure that the incident management documentation process is being performed at a high level of quality.
10. Maintain a high level of customer satisfaction by owning issues, managing communication both within GSD/IT and with the customer
11. Support Infra or Application Project tasks involving End-User
- Generate reports on an ad-hoc or reoccurring basis using incident data from Report Sources.
- Responsible for identifying potential problems and trends of repetitive Incidents.
Qualification:
· Any Graduate with IT or Computer Science background
· Mandatory spoken and written in Mandarin.
· Fluent spoken and written English/Mandarin
· Work from Office – Mon - Fri
· Working Timings 7 AM – 7PM (Singapore Timings)
· 0-3 years of experience can apply.
· Good written and verbal communication
· Ability to work collaboratively and efficiently in a fast-paced, customer-centric environment.
- Provide basic and intermediate level troubleshooting, as needed, to support service desk tickets for associates
· Provide standard applications support for applications including but not limited to: Outlook email, MS suite, O365, VPN, Browsers, etc.
Job location: Electronics City, Phase 1, Off Hosur Road, Bengaluru – 560 100, Karnataka, India
Click on Apply to know more.