Technical – Service Desk (Voice)

Provide 1st level technical support, service restoration, fulfillment of service

request and advice to users ensuring the maximum availability, performance

and utilization of knowledge and information systems.

Follow a systematic, disciplined and analytical approach to problem solving

to meet set standards and agreed procedures. Executes transactions as per

prescribed timelines.

Required skill set

Analytical and Problem solving skills

Active listening and questioning, an eye for detail to determine the root

cause of the issue, to avoid repeat contacts and further effort to resolve

issues

Analytical problem solvers who will understand issues, evaluate

solutions and work with their colleagues to resolve issues

Problem solving skills and quick thinking to own & resolve issues

independently, thoroughly & efficiently

Display ownership and accountability

oQuickly build trust and confidence with customer

oOwn and resolve customer issues efficiently, effectively

and empathetically

Mandatory requirement for experienced candidates:

2- 5 years of work experience in Service Desk/ Tech support process

providing remote support for Laptops / Desktops / LAN Issues /

Application support/ Small Forms etc.

Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)

Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS

Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business,

Microsoft Teams, SharePoint and OneDrive for Business

Experience of working within a busy ICT Service Desk environment,

showing experience of systems, support, diagnostic and resolution.

Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S,

Security, Encryptions

Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP,

OSI, Network devices and carriers.

Basic networking knowledge

Time Management Skills

Being proactive and show the utmost respect for customer's time

Good time management, ensuring all contacts with customers add value

Ability to Multitask

Communication & Relationships Skills

To deliver a first line support service via the Service Desk, receiving

incidents and service requests from various routes including telephone,

web tickets, chat and e mail.

Offering advice to end users on all IT related areas. This will include

working as part of a team, in order to share knowledge and work

together to increase performance standards.

Skills & Knowledge

Communicate at all levels

Ability to work across organizational and professional boundaries

Excellent verbal and written communication skills

High level of interpersonal skills, including active listening and

understanding

Good organizational skills and ability to prioritize workloads.

Work to tight deadlines / service levels

Business etiquette

Broad knowledge of IT products, services and terminology

Aptitudes

Identification of problems and solutions

Analysis of data

Presentation of technical functionality to a non-technical audience

Working knowledge of MS Office products

General support knowledge of Operating systems across various

platforms, general productivity applications like MS outlook, MS excel,

Lotus Notes etc.

Ability to work as pat of a team or on own initiative.

Customer focused

Proactive

Self-Motivated

Patient

Innovative

Flexible

Job duties andresponsibilities

To improve user confidence in the user of computer software, being

empathetic to a variety of new and experienced learners needs.

Help to implement and improve processes and procedures within the

team allowing strong service focused deliverables.