AVANTOR: Engineer-Service Desk

Job Description:

Provide in-house IT support to end users via Phone, Email and Chat.

Diagnose and resolve:

1. Virtual / physical desktop support problems.
2. Hardware issues (printer, iPhone/Android configuration and other peripheral devices)
3. Software (outlook configuration, OneDrive, OneNote ,other MS applications.,)
4. Network related issues (VPN, WIFI etc.,)

• Install applications and updates through SCCM.
• Provide tech support by performing remote troubleshooting through diagnostic techniques and taking necessary steps to provide resolution, providing clear communication and customer support.
• Administer and support user accounts on AD, Office 365 and business critical applications
• Correctly logging Incidents, categorizing and prioritizing them in line with process and follow-up till closure.
• Properly route incidents to resolver teams for out of scope issues and maintain updated knowledge base repository.
• Identify and prioritize incidents requiring immediate/urgent attention.
• Co-ordinate problem tickets with internal teams, POC for liaising with business users and the resolver teams.
• Handle Identity access management requests through Requests.
• Identify and suggest possible improvements on procedures.
• Adhere to company policies and consistently achieve KPI targets defined for the process.