Senior process associate
Tata consultancy services
Total des années d'expérience :1 years, 6 Mois
1. Provide first line support for end user IT service requests, incidents and queries
2. Provide first level support for all end user IT devices
3. Acknowledge and respond to IT issues, requests and queries from users via telephone, email, or chat
4. Leverage helpdesk application tool and remote support tools for providing support
5. Perform ticket Identification, classification, creation and routing of tickets/incidents to appropriate queues based on issue/request details.
6. Perform call logging of all IT incidents or service requests, categorizing and assigning priority and severity based on nature of tickets and providing resolution to all in-scope activities and escalate to respective teams for non-resolved tickets.
7. Active directory Administration.
8. Basic Software install/uninstall, etc.
9. Increase user awareness for the self-help options (such as password reset, account unlock, simple and repetitive incidents) through regular update of FAQs and KB (Knowledge base) articles
B.E(electrical and electronics) completed with 53% aggregate
