Job Title

• Receive incoming calls and track all received requests in incident management system • Categorize incident based on criticality and priority • Ensure all the incidents are responded to and closed and tracked the SLA breaches • Creating Knowledge base articles for the frequent issues and ensuring the team utilizes them • Maintain and Update SOPs for regular tasks and ensure strict adherence to follow the SOPs • Ensure incident logs are updated frequently and escalate incidents as required • Act as an escalation point for all the team members with respect to Data center Monitoring and Service desk operations • Excellent troubleshooting knowledge on remote desktop related issues • Knowledge of User provisioning in Windows Active Directory, Password reset • Excellent troubleshooting Email and MS outlook related issue • Basic troubleshooting printer and printing related issue • Experience in monitoring tools like SCOM, SolarWinds, Nagios • Hands on experience in Desktop application installation and configuration • Experience Folder NTFS Share permission management • Knowledge of troubleshooting VPN Issues • Knowledge of setup and configuring Webex meetings for end user devices