IT Technical Support Executive for Sri Lanka

• Record and classify received Incidents and undertake an immediate effort in order to resolve the issue.
• Log all Incident/Service Request details, allocating categorization and prioritization codes 
• Keep users informed about their Incidents status at agreed intervals 
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.) 
• Provide first-line investigation and diagnosis of all Incidents and Service Requests 
• Diagnosis to be done using Microsoft SQL server tools.
• Verify resolution with users and resolve Incidents in Salesforce(CRM). 
• Escalate Major Incidents to the Level 2 support
• Escalate Incidents at risk of breaching Service Level Agreement to the Level 2 support or manager.
• Owns all Incidents and Service Requests throughout their lifecycle.

2+ years experience

Anna Varghese
+91 8032921466
anna.varghese@idsfortune.com
careers@idsfortune.com