Kaleem Pasha

Interact with International clients to resolve the queries, technical issues and problems via chat, email, tickets. .

. Installation and reinstallation, update and repair, all software and application from SCCM, Zander, Software center and Control Panel tools

. Remotely troubleshooting the network connectivity issues, VPN issues, Browsers issues, Network Drives, Login issues, Drivers update, VDI issues, System slowness, Bitlocker Recovery, printer issue, Zscaler issue, etc  

.Resolving all the issues via Remote assistance by using (Remote Desktop Control and Remote control Viewer and logme123, Microsoft teams)

.Configuring and troubleshooting MS office application and connectivity issue (Outlook, teams, word, Excel, powerpoint, Access) and same Cisco and Avaya applications etc

.Escalate incidents & service requests to the SME's and with concern team when required

. Timely mail support for any escalations and related issues.

. Following up with Users on assigned tickets till closure  

 .Tickets handling, resolving of issues within the SLA and feedbacks with Services Now” application.

·Helping and guiding to new team members or newly join to process 

Generate reports through Dashboard to analyze performance of each service function.

Preparing daily, weekly, and monthly calls analysis and infrastructure report.