Job Accountabilities

·      Call Management - Answer and professionally manage all incoming calls related to IT issues or service requests.

·      Ticket Logging & Accuracy: Log all calls and requests meticulously into the ticketing system, ensuring all information (user details, issue description, severity) is accurate and complete.

·      Sharing the Ticket ID with the user & keep end-users informed about the status of their requests

·      Answer and manage incoming calls related to IT issues or service requests.

·      Provide process-related assistance and basic troubleshooting guidance to end-users over the phone

·      Monitor the progress of open tickets and follow up with technicians to ensure timely resolution

·      Working in Shifts for 24X7 support

Skills Required (Knowledge and Skills)

·      Good Communication Skills

·      Clear and Pleasant Voice

·      Active Listening

·      Empathy

·      Basic knowledge of Windows & MAC Operating systems

·      Basic knowledge of Desktops & Laptop Hardware.

• ITIL knowledge

Key Attributes (Experience and Qualifications)

Graduate in BE (IT / CSE)/ B. TECH  /BCA / BSC-IT

Experience – 0 to 1 yrs