Roles and Responsibilities:
- Provide hardware / software / network problem diagnosis / resolution via telephone for customer s end users.
- Resolve or Route incidents and requests to appropriate teams
- Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
- Administer and provide User Access and Exit controls.
- Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
- Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
- Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
- Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
- Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
- Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus)
- Willing to work in different shifts and national holidays as required by Operations.
- Experience in Helpdesk Support/IT Support
- Experience in handling ticketing tools like ServiceNow, Jira,
Required Skills:
- Basic knowledge in IT
- Basic knowledge in Windows Operating systems,Clients: Windows8, Windows7, Windows 10, Servers: Windows 2008, Windows 2003, Windows 2000, Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance
- Basic Knowledge of Lync and OCS
- Basic Knowledge in MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet browsers (e.g. Explorer, Chrome, Firefox), Anti-virus and firewall software, PC Hardware knowledge, Desktop,Laptop, Peripheral devices (printers, scanners), Mobile devices and OS (iOS/Android/Windows)
