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Keywords / Skills : Outlook Express

3 - 6 years
Posted: 2019-07-21

Customer Service/Call Centre/BPO
Posted On
21st Jul 2019
Job Ref code
Job Description
Job Description :
  • AD exp., Troubleshooting exp. in Windows, Outlook, VPN, One drive etc.
  • Good comm. Skills in imp.

  • Role Purpose:
    Experienced working on Active Directory, Distribution List , Group policy Updating in Active Directory, Desktop, Laptop, VPN, Outlook issues, One Drive, O365 troubleshooting.
    Experience in troubleshooting connectivity related issues i.e. VPN, LAN, wireless etc.
    Knowledge of the basic structure and functions of Active Directory in detail.
    Responsible for providing telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.
    Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products/application/database.
    Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
    Typically provides technical support for internal and external customers.
    Troubleshooting and resolving complex technical issues.
    Understanding of service desk environment and its day-to-day operations.
    Timely response on priority and customer requests.
    Experience of working in SLA based environment.
    Ability to multitask between different applications.
    Flexible to work in different shifts.
    Ability to work in a team.
    Handling Incidents within the required SLA, and ensuring good CSAT surveys from customers.
    Escalates complex problems to higher level of expertise within organization.
    Troubleshoot various technical issues; network connectivity, network printing, user access issues, Application related issues, password resets, etc.
    Play an active role in training the team members on process related issues.
    Positive feedback/ Good survey scores from the clients regarding service provided.
    Working knowledge on Applications/Databased; example Windows, Mac, mobility, Active Directory, Exchange (O365), Outlook, Skype for Business, etc..
    Working knowledge on ticketing tools in the current market such as ITSM Remedy, Service-Now.
    Certification will on any field will be an added advantage.

  • Key Skill(s)

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