L1- Service Desk

Job Description

Role & responsibilities Perform customer support to client via telephone, chat, email support or self-service tickets. Provide Level 1 triage and resolutions such as password resets and Active Directory account unlock for reported incidents and requests. Provide connectivity support for home users which includes network routers, broadband, cabling, Citrix VDI, Virtual Technologies, and VPN. Provide support on RSA & Multi Factor Authentication based issues Perform customer call backs as required. Providing Apple, Windows, Chromebook device support over the phone. Providing Application support on both IOS & Android Devices Assist users with set up of home equipment and provide troubleshooting assistance if needed. Assisting with troubleshooting issues using remote management software And Citrix Virtual Desktop Instances. Read Knowledge Base Articles and follow the guidelines mentioned within them to diagnose issues Using Dashboards to Pick, Analyze & Prioritize Tickets Using specific tools to diagnose issues, make recommendations for resolution. Using problem-solving and people skills to ensure swift resolutions to technical issues. Testing, troubleshooting, and diagnosing computer error messages and failures. Escalate issues to next level support if needed. Learn and become knowledgeable of customer products and services. Demonstrate effective soft skills, active listening skills and ability to empathize with customers situation. Effectively manage length of calls, handle time, and after call work. Successfully maintain KPI standards. Promote teamwork and contact center success. Providing 5-star customer service. Preferred candidate profile Perks and benefits