Knowledge of Active directory and Basic troubleshooting knowledge for Internet / LAN
Ø Experience of handling calls / tickets from end user over phone and provide L1 support.
Ø Experience of Logging and updating tickets (with accurate and descriptive comments) on Helpdesk tool (provided by Colgate)
Ø Experience of following standard processes for forwarding tickets, as required, to the next appropriate Team / level of support
Ø Assign correct priority to incidents / SR / CR via Helpdesk tool (Provided by Colgate)
Ø Escalate issues / tickets which are going beyond the service levels to respective Colgate stakeholders.
Ø Track all the issues and send status updates on the progress