Source description
About the role
JD, - Understanding of computer hardware and software issues (Global Protect Issue, Intune, Citrix, OneID, Office365, Printing, Bit Locker) - Operating Systems: Proficiency in Windows, macOS. - Troubleshooting Skills: Ability to diagnose and resolve technical issues related to hardware, software, and network connectivity. - Remote Support Tools: Familiarity with remote desktop applications and tools used for providing remote support. - Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira. - Ensure tickets are resolved within agreed SLAs. - Collaborate with other support teams to resolve cross-functional issues. - Managing service requests and ensuring timely resolution of incidents. - Problem Solving skills - how do you prioritize multiple support tickets with different urgencies - Active Directory: Knowledge of user account management, group policies, and permissions in Active Directory. - Office Suite: Proficiency in Microsoft Office applications (Word, Excel, Outlook, etc.). - Citrix: Trouble signing in, Citrix loading issues, Citrix desktop is sluggish, Unable to open office application in Citrix, adobe printing not working. - Outlook: Shared mailbox issues, Outlook is not loading, Outlook sync issue, Outlook Crashing, Distribution Group Issues, Email Sync issues. - Printing: recent printer configuration, clearing/purging queues, change IP address, replace printers, mapping printers, scan-to-mail functionality, scanner issues, installation of UPS thermal printer. - Communication Skills: Excellent verbal and written communication skills to interact with end-users and document issues and resolutions effectively. - Customer Service: Strong customer service orientation and the ability to handle challenging situations with patience and professionalism. KPIs: - First Call Resolution (FCR) rate - Issue resolved and ticket no reopened within 24 hrs. - Average resolution time for incidents. - Number of tickets resolved within SLAs. - Knowledge Base contributions and updates. .
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