Role summary:- To attend calls, emails and tickets from remote IT users for O365 related support and ensure all support jobs have tickets assigned. Provide hands on support via remote login tools to the users to troubleshoot, configure and install required software, drivers or configure settings for windows OS and O365 applications. Follow up and communicate in between L3 support teams and end users for technical troubleshooting. Ensure all tickets are completed within SLA. Maintain good relationship with users. Demonstrate a thorough understanding of all the processes and procedures for IT related support.
Experience supporting Office 365 users remotely.
Online Exchange server Basic Administration
One Drive Server Basic Administration
Experience supporting Windows Client Environment in Windows 7/8/10
Specific experience on supporting outlook on O365
Remote tools experience like LogMeIn and RDP is a plus
ITIL is a necessary skill.
Familiarity with ticketing systems and ITSM solutions is necessary as well.
At Least 3 years experience in L1/L2 support of End user support for IT.
Desktop Support background to troubleshoot issues on various hardware platforms and VDIs is a plus
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases