Skill Set :

1. Proficient support of Microsoft products.
2.  Ability to configure printers and other devices within the windows OS
3. Must be open to work in 24×7 environment
4.  Strong understanding of Win 10 OS (Deployment and Support), Office 365 (User and group), Active Directory (creating and managing user accounts, creating, and managing distribution/security group)
5. Basic knowledge of Azure
6. Incident management and Hardware / Software related troubleshooting skills
7.  Familiar with device OS installation or re-imaging.
8. Familiarity with cross platform basic troubleshooting tasks (ping, traceroute etc.)

Job Description :

1. Perform ticket queue management
2. Monitor inbound customer ticket requests and route/troubleshoot.
3. Should have proven knowledge of Computer systems and functions
4.  Administer and provide User account provision
5. Provide support for business software including Microsoft Office
6. Service Desk professional with good customer service knowledge to join our Rackspace FLR tea
7. To ensure that all tickets are progressed to satisfactory resolution within the relevant SLA.
8. Providing a call logging and basic technical support function to callers.  You will also ensure that the various tickets are monitored and followed up on.
9. Perform capabilities gap analysis and drive continual service improvement across end user support services.
10. Own tickets throughout their lifecycle in line with the ITIL model
11. Regularly update customers on their own open tickets
12. Provide excellent customer service and call handling including email updates.