● Providing Support - Administrative and Process ● Maintain a healthy connect with client, management and all team members & follow highest level of ethical work standards ● Responsible for all Service Desk metrics to be achieved as per SLA defined ● Ensure all Service Desk activities are getting completed within the agreed timelines ● Ensuring the team members are meeting the targets as per the scorecard ● Training Need Identification (TNI) & process gap analysis ● Sample Audits & feedback to team members ● Eradicate / Optimize process glitches ● Ensuring the productivity of the team is met ● Collaborative working & flexibility to work in 24x7 environment; shift operations ● Sending metric reports to the team on daily basis and management reports as required ● Queue Management and ensuring break/lunches are taken on a proper manner ● Ensuring all Service Desk hoc requests are handled as per timelines

• To handle all customer concerns and properly categorize and log each and every concern regarding to order management and redirecting to the right department• To help troubleshoot the customers Chromecast devices• To answer all queries about Google related products under my scope of support• Helping the customers setup their devices for first time use• Updating the customers account if changes are needed to be made• Issuing of replacements and refunds to customers under warranty• Tracking customer’s devices and shipments• Checking customers bill and to update it

• To assist customers with their printer troubleshooting concern• Helping the customers setup the printer for the first time• Processing replacements and upgrades for the printers• Wirelessly helping the customer troubleshoot and setup the printer• Processing orders and shipping• To update any necessary information needed for the customer’s convenience• Giving the best options and solutions for the customer

• Assessing the customers concern and offering a solution• Troubleshooting the customer’s computer related concern through the phone or via remote• To set the customer’s expectations when it comes to troubleshooting their devices• Helping the customer in using their devices• Optimizing the customers computer• Troubleshooting network issue until proven that the issue in not with the computer• Connecting the devices through wired or wireless networks• Understanding the customer needs and helping them get what they need• To meet and exceed the customers expectations• Logging every event using the computers admin tools• To perform and exhaust the resources I am given to help the customer with their concern.