IT service desk
Aster DM healthcare
مجموع سنوات الخبرة :7 years, 11 أشهر
Categorize and record reported queries and provide solutions
Support problem identification
Advise users on appropriate course of action
Monitor issues from start to resolution
Escalate, if needed, unresolved problems to a higher level of support
Provide essential online security advice and support
Receives and handles requests for service, following agreed procedures.
Promptly allocates calls as appropriate.
Logs incidents and service requests and maintains relevant records:
Identifies and classifies incident types and service interruptions
Records incidents cataloging them by symptom and resolution
working on Manage Engine IT helpdesk Tool
ITsupport :- Providing support for the college staff, students, taking care of all IT labs assets.
Updating patches, Updating softwares, helping the students in their lab sessions
Technical troubleshooting abilities.
Managing the hardware Assets.
Ordering the assets from the vendor
Updating the assets sheets
Logging all the service requests and incident requests.
Cordinating with finance department for getting the approval in buying new assets.
Getting quotes from the vendors on purchasing new and removal of old assets.
Responsibilities include answering phone calls and e-mail support requests.
Obtain necessary information from users to adequately describe the problem and categorize them accordingly as Incident or Request tickets and based upon the priority as P1/P2/P3.
Using ITSM tool and E-HelpLine tool for creation of incident and service requests, and working on the requests providing first level technical support and closing the call logged within the SLA period.
Taking remote connection on the User PC and working remotely on all systems related issues.
Remotely installing softwares, resolving Outlook issues, various system related, Network related, IE related issues.
Assigning the tickets and redirecting the problems to appropriate resource engineers based upon the ticket logged.
Do follow-up with the engineers on the tickets until it is resolved and updating the ticket with the status provided(open, hold, closed, waiting for customers, vendor dependency)
Taking confirmations.
To provide User support with complete customer requirement
Responsibilities include answering phone calls and e-mail support requests.
Obtain necessary information from users to adequately describe the problem and categorize them accordingly as Incident or Request tickets and based upon the priority as P1/P2/P3.
Using CA Service desk for creation of incident and service requests, and working on the requests and closing the call logged within the SLA period.
Using Helpdesk system tool to create and log technical complaints opening trouble tickets, and providing first level technical support.
Assigning the trouble tickets and redirecting the problems to appropriate resource engineers based upon the ticket logged.
Do follow-up with the engineers on the tickets until it is resolved and updating the ticket with the status provided(open, hold, closed, waiting for customers, vendor dependency)
Taking confirmations from the users to ensure that requests or problem reported has resolved.