VIKRAM RAM

Experience

• 

  DXC Technology

  Apr 2023 - now

  Service Desk Analyst - III

  JOB RESPONSIBLITIES :Serve as the first point of contacts with users seeking technical assistance through various channels like phone chat & Email etc.Troubleshoot, diagnose problems, implement corrective action procedures, and/or escalate to other technical resources as appropriate.Helping the user via Remote Tool eg: LMI, BOMGAR etc.Knowledge on Windows installation, Upgrade, Downgrade.Troubleshooting related, Device slow performance, Update errors, Drivers update and rollback.Fixing the slow sound, slow performance, wi-fi issue, Network issue etc.Ability to work in a team environment and communicate effectively through chat system e.g: Teams, Slack etc.Experience in service desk ticketing tool service now.Determine the best solutions based on SOPs/ KBs related to the issues and the relevant details provided by users.Real time tickets creation and documentation.Escalate unresolved issues to next level of support engineers.Follow up and update user status and information.Experience with multi factor authentications.Experience in Core IT addressing clients worldwide.Record events and problems and their resolution in logs.Ability to diagnose and resolve basic technical issues faster.Set up and configures desktop computers, peripherals, and accounts, assigning access levels. Show less