COCoders Brain
Desktop IT Asset Management
Remote ₹3-12 LPA Posted 2 Sept 2025
FULL TIME
Incident Management
It Service Desk
Cloud Computing
As400
Technical Support
Job Description
- Respond quickly to all service requests and incidents.
- Manage incidents and service requests reported over the phone, chat, employee self-service tickets or e-mails.
- Recording, classifying and maintaining the integrity of data within the incident and service request recording system - ServiceNow.
- Online diagnosis and investigation via remote access applications and providing quality information, providing solution and routing requests or issues to the appropriate support teams, as required.
- Assessing the impact and risk of incidents and timely escalation.
- Handling customer queries and resolving incidents which are within the scope of Service Desk using remote access software.
- Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.
- Provide technical support for VPN related queries and issues.
- Manage IT requests submitted by customers - initial review and evaluation of the request, allocation to the appropriate service provider, review of progress of the request and communication to customers.
- Relay information updates on IT service disruptions / outages to customers.
- Provide management information and reports on IT service trends.
- Constantly work towards technical skills enhancement and always work as a team player.
- Around 2-3 years of experience in a similar kind of support role.
- Good knowledge of Windows 10 OS, Office applications and virtual desktop interface.
- Strong knowledge on VPN connectivity related issues.
- Familiar with Outlook 2010/2016, SharePoint 2010/2013 and other Microsoft applications for desktops and mobile devices.
- Working knowledge of Intranet and Internet applications.
- Knowledge of AS400 Client Access.
- Citrix ICA client experience.
- Knowledge of Cloud Computing, Office.