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Job Summary:
· · Service desk to be single point of contact for all IT tickets
· · Global support contact for IT services and application first level support
· · Handle IT Helpdesk phone calls
· · Create incidents \SR and provide first level resolution on desktop hardware, software and applications
· · Provide Live Chat support
· · First level triage and resolution off incidence has per knowledge repositories or soaps available in addition to baseline troubleshooting skills of level one agent
· · Resource requires basic application troubleshooting skills that are agnostics to application [application base access troubleshooting)
· · Create knowledge base articles has required to enhance ability on the team
· · Escalation of Incidents to higher support tiers as needed per OLA/SLA.
· · Coordinate with level 2(desk side, applications and infra support teams)
· · Communicate with multicultural and global user base over phone, email and chat in English language.
· · Maintain compliance with Verint operational ,ITSM and security procedures
· · Leverage Verint provided ITSM tools ( Service Now)
· · Participate in weekly staff meetings and training sessions as needed
· · Participate in shift transition efforts to ensure seamless handling of support activities
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