e-Solutions Inc

Compensation

Full Description

Job Title: Service Desk Agent – Level I Job Location: Houston, TX (Remote - need to go office once in month) Experience Required: 1 - 5 years Responsibilities & Qualifications Responsibilities • Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process. • Follow-up/ update ticket for every call to ensure timely closure. • Call and Ticket ownership, drive to resolution and communication with customer. • Perform Incident Management Life Cycle Process, starting with Incident Logging to Call Closure and customer satisfaction survey. • Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers. • Proactive monitoring & Perform documented Escalation process. • Troubleshooting on Application Support (Off Shelf or Customized) • Troubleshooting on IOS and Android mobile devices • Troubleshooting on VPN software and Collaboration tools • Troubleshooting on Password Reset tools and Remote Control tools • Troubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals and Networking • Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony) • Interaction with internal and external stakeholders Qualifications Experience – Essential • Exposure to similar role for a minimum of 6 months. • Experience of working in 24/7 environment. Experience – Desirable • 1 year or more experience in similar role. • Bilingualism in English • Experience on Deice support, application support • Exposure on ITSM ticketing tools