Dear Candidate,

Purpose of Position:

Providing first call resolution and actively manage activities surrounding the resolution of IT issue calls to ensure minimal business impact..

Key Skills/Responsibilities:

Provide first call resolution or facilitate resolution to end users by engaging the appropriate parties.

Technology supported by the help desk, including Windows machines, O365, Azure, and other Microsoft tools.
Troubleshoot issues related to MAC and VPN sessions on Windows & Macintosh Platform.
Facilitate escalation for unresolved issues approaching or surpassing the allowable service level.
Collect and consolidate required information from reporting parties into ticketing system.
Performs other related duties and assignments as required and as assigned by supervisor or manager.

Job Duties:

Provide first call resolution.
Escalation of the more complicated issues to the higher level;
Be a true team member in Teleperformance – focused in the success of the company;
Interaction with other departments in order to improve and or maximize the projects(s) results;
Be an active part in the processes of continuous improvement, proposing improvement and innovations methods across the department and the company (producing fresh and imaginative ideas and solutions);
Take an active role in the development of the department's strategic and plans as required by department leadership;
Communicate to leadership any known infractions of these Corporate Policies and procedures immediately;
May perform other duties as requested not specifically addressed in this document.

Technical Skills:

Knowledge in software related to JAMF, Azure, Service Now etc. would be beneficial
Understanding of Hardware and Software installation and configuration.
Experience using and troubleshooting MS Office.
Knowledge of Microsoft operating systems.

Qualifications

Graduation from a recognized university is must (preferred but not required)

• Must be proficient in communication

Exp: 2-5 yrs only.

• Fresher or Experienced Candidate with technical inclination is must

• Proficient with Microsoft Office tools

• Should have knowledge about Windows & Macintosh Operating System

• Must have exceptional verbal and customer service skills as Voice Process

• Must have excellent writing skills

• Must have the ability to multi-task and prioritize

• Must be able to perform duties with minimal supervision

• Experience on Service Now/ Active Directory and/or Citrix is preferred

• Must have typing speed of at least 25 words per minute with 80% accuracy.

• Should be able to work in 24/7 working environment with rotational Week Offs

• B2 English Preferred

MAC Specialist