Provide tier 1 help desk support to Chegg employees around the world in a 24x7 environment via ticketing, chat, phone, both remotely and in-person.
Troubleshoot hardware, software and operating system issues including Windows and MacOS. Handles issuance, collection, management of IT assets Manage & support AV equipment available on site Execute service requests received via multiple channels including but not limited to Service Now ticket, Chat, email,phone etc.
Collaborate with Global team to ensure highest level of customer support availability 24x7 Leverage ServiceNow ticketing system to ensure SLAs are being met.
Contribute to internal Service Desk documentation. Prepare and publish operational KPIs Assist with IT projects and implementations, as needed.
Qualifications Minimum 2 years of experience in IT support. Excellent troubleshooting and customer service skills. Proven knowledge of Windows and MacOS operating systems is a must.
Deep knowledge of the Microsoft Office 365 productivity suite. Knowledge of Windows Active Directory and related technologies (DNS, DFS, file sharing, centralized printing, etc.
Ability to work independently, but also know when to ask for help / guidance. Working knowledge of IT security best practices.
Ability to lift up to 20 kgs Exceptional written and verbal English skills. Willing to work in a 24x7 multi-cultural environment including weekends and public holidays