Incident Manager

Job Description:1. Incident and Service Request management. The role demands excellent communication skills # oral and written, good customer handling skills and e excellent collaboration skills.
2. Ideal candidate must be an experienced professional from same or similar field.
3. He/She must possess good knowledge on Windows, Active Directory, O365, and VPN.
4. The person will contribute towards achieving project deliverables (SLAs KPIs Improvements etc.).
5. Strong knowledge on Azure Cloud, Networking, MDM, IT Asset Management and Lifecycle
6. The ideal candidate must have hands on experience of resolving technical issues over the phone, chat, in-person, and emails.
7. Collaborate with L3 and other resolver teams in English.
8. Correctly logging incidents and faults, categorizing, and prioritizing them in line with team procedures
9. Diagnose and quickly resolve a wide range of Windows applications issues.
10. Good troubleshooting knowledge on internet and VPN issues
11. When the restoration is beyond the scope of the support escalate the issue problem to appropriate resolver group using IT Ticketing System
12. Install, upgrade, support and troubleshoot for printers & related computer hardware.
13. Knowledge of Citrix, VDI and VPN
14. Customize & configure desktop hardware to meet specifications and business standards.
15. Email account administration, i.e., account creation and management and distribution lists on Office 365 User account administration, i.e., account creation and management and password resets on Active Directory
16. Familiarize end users on basic software, hardware and peripheral device operation and solve basic queries.