O365

'• Knowledge on Exchange, Office365
• Outlook troubleshooting and Mail flow Troubleshooting
• Troubleshooting knowledge on Windows and System related issues 

Nice to have : - 

• Teams and SharePoint knowledge (Add on)'

Job Description 'Level 1 :

Providing first level of support for customer on incidents and requests using basic technical and service knowledge

1. Monitoring Incident and Service Request queues in the ITSM tool and their assignment to other team member within the defined SLAs
2. Answer phone calls and create incidents and services requests in ITSM tool and own them or reassign them to team members and work on them in timely manner
3. Assuming initial ownership for the coordination, investigation and documentation of incidents and service requests
4. Identify and resolve incidents and service request using the relevant knowledge base articles, standard work documents and other technical resources
5. Performing initial level of diagnosis incidents and service requests resolving them within the defined SLA
6. Monitoring the environment/infrastructure and Interpreting errors at a basic level and assessing the risk of events and escalating appropriately to L3 Support.
7. Ensuring proper documentation for all incidents and requests
8. Following up on incidents and service requests to ensure customer satisfaction
9. Monitoring issues until they are resolved
10. Developing and maintaining an understanding of customer Service Level Agreements
11. Should follow best practices for incident and service request management to ensure quality of service
12. Ability to always provide end users with outstanding customer care and service.
13. Present a positive, effective, and flexible contribution to achieving team targets and objectives
14. Adhere to all Policies & Procedures
15. Protect confidential and sensitive information and materials
16. Collaborate with other team members to provide high quality support
17. Ensure constant self-development using day to day work, training, and any other available tool
18. Attend feedback sessions with Assessment Team
19. Be available for work at the scheduled shift start time and be logged on to the attendance management system.

Technical Skills :

1. Knowledge on Exchange, Office365
2. Outlook troubleshooting and Mail flow Troubleshooting
3. Teams and SharePoint knowledge (Add on)
4. Troubleshooting knowledge on Windows and System related issues'