Shaik Jani Email and Phone Number

As a Service Desk Associate 1 (Level 2 Service Desk Associate), I play a crucial role in providing technical support and assistance to end-users. My responsibilities will include:Providing technical support and assistance to end users including Troubleshooting technical issues,providing guidance,Maintaining documentation,Training users and Collaborating with other teams• Incident Resolution: Responding to and resolving IT-related incidents and service requests.• Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution.• Escalation: Escalating complex technical issues to higher level support or relevant team when necessary, while maintaining ownership of the incident. • Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference. • Adherence to SLAs: Meeting or exceeding service level agreements (SLAs) for incident response and resolution times. • Proficiency in troubleshooting Windows operating systems.• Strong verbal and written communication skills and a customer-oriented mindset. • Ability to work under pressure and meet deadlines, Monitor team performance and responsible to manage a team of 7 agents and Coach the team with new updates and Process changes towards business improvement.

As a Service Desk Associate 2 (Level 1 Service Desk Associate), I play a crucial role in providing technical support and assistance to end-users. My responsibilities will include:• Incident Resolution: Responding to and resolving IT-related incidents and service requests in the Level 1 Service Desk team.• Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution.• Voice & chat based Technical Support: Providing guidance and support to end-users in using IT systems, applications, and hardware effectively.• Escalation: Escalating complex technical issues to Level 3 support or relevant teams when necessary, while maintaining ownership of the incident.• Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference.• Adherence to SLAs: Meeting service level agreements (SLAs) for incident response and resolution times.• High Technical skill sets and Hands-on Technical support experience.• Troubleshooting the hardware and OS-related issue.• Ability to diagnose problems and take corrective action by accomplishing other duties as required.• Quickly resolve any system failures and troubleshoot issues as well as Upgrade and manage hardware and software