Summary of Career

1. Responsibilities include receiving IT related request and incidents and e-mail support requests.

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2. 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.

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3. Using ITSM tool for creation of incident and service requests, and working on the requests providing first level technical support.

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4. Remotely installing software’s, resolving Outlook issues, various system related, Network related, IE related issues.

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5. Ensure to work on the tickets as per the Service level agreement SLA.

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6. Taking confirmations from the users to ensure that requests or problem reported have been satisfactorily handled.

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7. Creation of LAN ids, resetting the passwords and basic troubleshooting of system hardware.

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8. Creation/Deletion of User Accounts using Manage Engine, Internal groups creation, creating guest wifi credentials.

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9. Creation/deactivation of user profiles in ERP and assigning required responsibilities as per business needs.

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10. Managing IP Telephony configurations like assigning extensions/display name change.

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