Summary of Career

1. Assist client teams with their day to day IT challenges.

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2. Provide support for the entire portfolio of end user devices enabled within the client’s enterprise environment. Desktop, Laptops, Servers, Mobile Devices and Peripherals.

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3. Configure devices based on the enterprise policies, perform installations and maintain complex software systems.

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4. Identify, Triage and Resolve issues with agility to ensure uptime / resolution KRAs are met.

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5. Manage any service management projects within time and budget.

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6. Be responsive to customer needs, expectations and ensure their issues are addressed with foremost priorities.

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7. Responsible to meet the KPI (Key Performance Indicators) targets as defined and agreed including CSAT Scores (Customer Satisfaction)

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8. Ensure that metrics like Case Age are monitored and continuously met.

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9. Update the support documentation / knowledge articles based on lessons learnt and contribute to the team's self improvement targets.

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10. Ensure that access logs for application’s access are maintained in the database up to date and various instances of any elevated accesses provided (if any) are logged promptly.

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