Service Desk Technician L1 for Retail Support

Position Description:

Job Title:

Service Desk Analyst – Night Shift (US Support) ASE
Location: Pune, India
Shift: Night Shift (24x7 Operations)
Type: Full Time

Job Summary:

Respond to requests for technical assistance by following prescribed procedures.
Research reported incidents using available information sources and tools. Diagnose, triage and resolve hardware, software, applications or basic network related incidents
Log all contacts and document all the activities and results accurately and completely within the incident management tool.
Assign unresolved tickets to the appropriate support team.
Proactively monitor, follow up and expedite the resolution of assigned and pending tickets.
Identify and escalate tickets requiring urgent attention and action.
Stay current with system information, changes and updates.
Adhere to work schedules, attendance and leave policies. Expected t...