Performing Technical Troubleshooting through ITIL process
Ticket creation, Logging, Managing S-Now Incidents and Service requests.
Ensuring user queries or issues are captured, validated, and triaged for further processing.
Ensuring that various types of information are communicated to users through the appropriate channel.
Level 1 troubleshooting with Contact Source : E-Mail, Telephone and Chat.
Escalate, if needed, unresolved problems to a higher level of support.
Perform Remote troubleshooting, escalations.
Tool’s handling (User creation though Active Directory, P3 and P4 Ticket creation and perform troubleshooting).
Account Password (Windows, Okta, SAP and VPN) and User-Information (Name, E-Mail, Contact details and Group Accesses) update with Active Directory tool.
Ensuring timely Software or Hardware deployment.
Handling SAP issues (Password change, Account validity extension, details update)
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Technical Support • Bengaluru, Karnataka, India
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