Help Desk Support Professional
Fiserv India Pvt Ltd
7d ago
source : Hireejobs

Answer incoming calls and work within a structured and team oriented environment Record and track incidents and complaints Keep customers informed on request status and progress via email or phone Make initial assessment of requests attempt to resolve them or refer them to someone who can monitor and escalate procedures relative to appropriate SLA Responsible for ensuring that updates to Knowledge articles or SharePoint are maintained and accurate Serve as the initial escalation point for clients and executives Provide timely professional and accurate responses to clients issues Resolve or assist in the resolution of technical and nontechnical software hardware and network incidents or events Initiate bridge conference calls for high severity issues and or facilitate escalating issues that cannot be resolved by first line of support Support VPN VDI issues and user administration on Active directory Flexible working in shifts across 24 7 Knowledge of ITIL Foundation experience working on ServiceNow Sharepoint and Mainframe systems security

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