Summary: This role involves efficiently responding to IT incidents, adhering to ITIL processes, providing technical assistance, and ensuring high end-user satisfaction. Highlights: 1. Ensure efficient response to IT incidents and tickets 2. Provide technical assistance with high end-user satisfaction 3. Adhere to established ITIL processes Key Responsibilities Include: · Ensure all incidents/tickets related to IT systems are responded efficiently in timely manner. · Ensure that standard operating procedures are followed as per established ITIL processes. · Provide accurate information on IT products and services with highest level of end user satisfaction. · Remotely provide technical assistance to user queries and problems · Escalate unresolved issues to the next level of support team · Ability to document the solution properly and share the knowledge across the teams · Following up with end user’s and Service teams until tickets are resolved · Prepare and share ticket status reports · Review and analyze common complaints and problems to identify permanent fix · Achieve SLAs for resolution on incidents and service requests · Exercise patience and professionalism during stressful situation Job Types: Full\-time, Contract Contract length: 6 months Experience: * Resolving incidents/tickets: 4 years (Required) * ITIL processes: 3 years (Required) License/Certification: * CCNA / MCSE / ITIL (Preferred) Work Location: In person