emp

• Handling all the Inbound calls, chat and emails in service desk
• Handling Basic L1 level queries from end users
• Diagnose and quickly resolve a wide range of Windows applications issues
• Basic troubleshooting knowledge for internet/LAN and WAN Connectivity issues
• When the restoration is beyond the scope of the support escalate the issue/problem to appropriate
resolver group using IT Ticketing System
• Remotely Install, upgrade, support and troubleshoot Windows OS and any other authorized desktop
applications on Laptops/Desktops.
• Install, upgrade, support and troubleshoot for printers & related computer hardware.
• Performs general preventative maintenance tasks on computers, laptops & printers
• Customize & configure desktop hardware to meet specifications and business
standards
• 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
• Familiarize end users on basic software, hardware and peripheral device operation and solve basic
queries
• Take ownership and responsibility of queries, issues and problems and document it in the ITSM Tool
• Configuring iPad/iPhones/Android for the users to enable them check emails and be connected on the
go.
• Basic knowledge of Networking, Virtualization, Outlook, Windows & Mac OS, Web Based and Installable
Applications

• Delivered first-line and second-line technical support within a fast-paced enterprise banking
environment supporting business-critical users and infrastructure.
• Diagnosed and resolved Microsoft 365, Active Directory, VPN, internet, email, hardware,
software, and network connectivity issues efficiently.
• Supported LAN/WAN connectivity, wireless networking, endpoint troubleshooting, and remote
user support activities.
• Installed, configured, and maintained desktops, laptops, printers, peripheral devices, antivirus
solutions, and endpoint systems.
• Logged, tracked, escalated, and resolved incidents through ticketing systems while maintaining
SLA compliance.
• Assisted with patch management, software deployments, operational monitoring, and
preventative maintenance activities.
• Coordinated with vendors, ISPs, and infrastructure teams to resolve escalated technical issues
and improve operational performance.
• Maintained strong customer relationships through professional communication and dependable
support delivery.

• Provided onsite and remote technical support across multiple client environments including
desktop, cloud, and network infrastructure support.
• Diagnosed and resolved LAN/WAN, TCP/IP, DNS, DHCP, internet connectivity, email, wireless,
VPN, and routing-related issues.
• Installed, configured, and maintained operating systems, networking equipment, printers,
scanners, antivirus solutions, and endpoint hardware.
• Supported Microsoft 365 administration, Active Directory user management, and endpoint
troubleshooting.
• Assisted with router, switch, wireless access point, and Ubiquiti infrastructure troubleshooting
and support.
• Conducted preventative maintenance and supported backup and operational maintenance
activities.
• Maintained detailed technical documentation, troubleshooting records, and service reports.
• Delivered customer-focused technical support while building strong relationships with clients and
stakeholders.

• Maintained IT infrastructure including desktops, laptops, networking equipment, printers,
wireless connectivity solutions, and endpoint devices.
• Performed hardware troubleshooting, endpoint support, software installations, antivirus support,
and preventative maintenance activities.
• Supported operational and hybrid working environments ensuring stable technology
performance for end users.
• Assisted with network troubleshooting, recurring issue analysis, and operational support
improvements.
• Created technical documentation and troubleshooting guides to improve support consistency
and operational efficiency.
• Assisted with IT asset tracking, endpoint administration, and user support functions

• Delivered onsite technical support across multiple client sites including desktop support,
hardware maintenance, and network troubleshooting.
• Installed and maintained desktops, laptops, printers, scanners, wireless access points, networking
equipment, and endpoint devices.
• Assisted with network infrastructure support, cabling installations, office relocations, and
wireless troubleshooting.
• Diagnosed and repaired hardware, software, internet, and connectivity-related faults while
ensuring reliable operational performance.
• Built strong client relationships through dependable technical support, professionalism, and
excellent communication.
• Assisted with VOIP-related support exposure and infrastructure support activities