Dear Candidate, Excellent communication skills with ability to - TopicsExpress

Dear Candidate, Excellent communication skills with ability to comprehend and respond to customers located in U K and other geographical areas. Installation, troubleshooting and configuration of Windows XP / Vista / win 7 Operating Systems Installation, configuration of MS office suit (All Versions) Configuration and tweaking of Desktop Services MS Vulnerability assessment and Implementations Outlook configuration / troubleshooting Exchange / SMTP / POP Citrix client Installation / configuration / troubleshooting 3rd party application configuration and troubleshooting Basic IP addressing and network topology Fair knowledge on Active directory and its structure Fair knowledge on server services DHCP, DNS, IIS, and ISA Knowledge of mobile devices and functionality (Blackberry / I-phone / other phones & PDAs used for corporate E-mail) Configuration and troubleshooting of desktop, network, multi-function printers, scanners, copiers and other IT peripherals Prioritizing, Categorization of ticket and taking remote capture to resolve Providing ticket number to user via phone, E-mail Key in the appropriate and timely log notes in the ticket as and when there are findings / updates Updating users on the ticket progress Allocation to desk side support if desk side intervention required Following up of ticket to closure Reduce Turnaround time and increase computing time Closure of tickets in the CRM tool escalating to customer / end users as appropriate Logging Incident in other tools if applicable Preparing Incident checklist Updating the customer on ticket progress Generating new articles for Knowledge Base and publishing the same Provide reference of relevant ticket Monitor and record the IT downtime for individual / shift Shift Hand over / take over Adherence to SLAs and all the KPI metrics derived for individual, Role, program Improvements to call response / resolution / TAT Inputs to the customer on Call trend, numbers & category with possible root cause Regards, Team Microland

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