Condeco Software Pvt.ltd.

Gurgaon, Haryana

Key accountabilities - Respond quickly to all queries and incidents. - Manage incidents, including via telephone & email. - Documentation, recording & updating incident details in Salesforce tool. - Communication, alerting technical staff via assignments and escalating to management - Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk. - Answering queries and resolution of straight forward incidents - Investigation and resolution of 1st level Condeco application related issues using remote access software. - Escalation of unresolved cases to next level application specialist teams. - Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed. - Closure, formally closing incidents. - Initial review and evaluation of the case. - Communicating major IT incidents to affected customers. - 1st line application support and diagnosis Technical Skills Required - Basic understanding of Internet Information Services (IIS). - Knowledge of Basic SQL Commands for ex: DDL, DML - Understanding of Microsoft Windows Operating System (OS)