|Ø Receive, manage and record help desk requests receiving either by telephone/ Web Tickets/Emails/Chats
Ø Probe the users to identify the actual root cause of the issue and troubleshoot it with all available resources.
Ø Forward technical support issues that cannot be addressed by the Tier 1 to the appropriate technician (Level 2 or Escalation Team).
Ø Logging of Snow tickets
Ø Ordering of replacement product
Ø Using the repair processes
Ø Varied administrative tasks
Ø Work as a team member, providing support to colleagues as and when required.
Ø Able to react to change productively and handle other essential task as assigned.
Ø Share new solutions with the group as part of “Sharing Best Practices”
Ø Contribute & Participate for the overall improvement of the program / company.