MOHAMMED WAHEEDUDDIN QURESHI

Provide 1st line (telephone support) and 2nd line (desk side support) for incident resolution.
•Record all requests for assistance in the Assist call logging system, using the most appropriate source to resolve incidents. Seek assistance from colleagues where appropriate.
•Ensure all calls are responded to within a timely manner and within the agreed OLAs.
•Pass calls to 3rd line support teams (eg Networks, Email, Web, Server) if cannot be resolved first line.
•Customers are kept informed of events relating to their call.
•Monitor calls when passed to 3rd line teams.
•Build and maintain good customer relationships.
•Develop a detailed understanding of the business and departments that you support.
•Complete tasks and other assigned work to agreed deadlines.
•Provide Field/Site technical support/assistance for configuration, installation, and troubleshooting of Desktop, Workstation & Notebook and other related peripherals.
•Provide Field/Site Technical Support for configuration, installation and troubleshooting Configuration of Windows Operating System.
•Perform Quarterly Preventive Maintenance on Desktop, Workstation & Notebooks and other related peripherals.
•Maintains the efficiency and reliability of computer equipment and peripherals by identifying and resolving hardware and software problems reported.
•Log the status on the company ticketing system in order to ensure the efficient operation of the company.
•Coordinates to system admin or network team problems when required.
•Provide technical support for the various software programs (In-house, freeware and licensed).
•Provides support for the maintenance of basic connectivity and local access to network services.
•Provide technical software, hardware and network problem resolution to all users by performing question/problem diagnosis and guiding users through step-by-step solutions.
•Maintain the existing