Job Title

IT Service Desk, English Voice Tech support, Incident ManagementResponsibilities:Serve as the point of contact for customers seeking technical assistance related to hardware and software over the phone, Chat, or email.Perform remote troubleshooting through diagnostic techniques and pertinent questions!Experience in performing password reset, application installations and other first-time fixesDetermine the best solution based on the issue and details provided by customersShould be competent in Problem analysis and solving issues through SOP/ KB articlesIdentify and escalate tickets requiring urgent attention and coordinating with different teamsRecord events and problems and their resolution in logsProactively monitor, follow up and expedite the resolution of assigned and pending tickets.Adhere to work schedules, attendance and leave policies.Respond, investigate, and resolve incidents related to desktop and mobile device operating system environment.