Provide IT Level 1 Service Desk Support for end-users across all locations. Receive, log, and manage calls/tickets from internal staff and external clients via telephone, email, chat, and web submissions. Assist users with any IT issues, requests and questions. Resolve as many calls as possible and adhere to standard KPIs. Perform password resets and account unlocks on Active Directory user accounts or business applications. Accurately gather and record all relevant details in the ITSM ticketing tool (ServiceNow). 1st and 2nd line support - Troubleshoot IT related problems relating to in-house software and hardware, such as Laptops, Chromebooks, Desktop PCs, Printers and other Peripheral devices. Troubleshoot basic network connectivity and application access issues. Take ownership of user problems and follow-up on open tickets on behalf of the user Drive resolution and communicate progress in a timely manner Maintain highest levels of integrity, customer service and professionalism Resolve issues with Microsoft applications used within Ocwen (Outlook, Word, Excel, PowerPoint, SharePoint, Teams, Azure) Create knowledgebase documentation, guides and how-to's to be utilized by the Service Desk. Support telecom needs including MS Teams, Call Center Applications, and Microsoft InTune. Serve as the liaison between end-users and other support teams as needed.
TeamLease Services established in 2002, is one of India's leading human resource service companies in the organized segment. A Fortune 500 company listed on both NSE & BSE markets, with eight offices and 1400 clients across the country. The company at present has about 100,000+ live associates/ trainees spread across the country and have till date given employment to 1.5+ million people with an aim to hire millions more.
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