HELPDESK L1

Division/Department EUC SBU

Location List PRF #

Job Title HELPDESK L1

Reports to

No of position

:

Stream : SERVICE DESK Type of position: List

Title List

Level of SD Admin List

General Description

Responsibilities :-

• · Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users

• · Route problems to internal 2 nd and 3 rd level IT support staff.

• · Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.

• · Administer and provide User account provisioning.

• · Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

• . Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate

• support teams and follow up until closure.

• . Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution,

• and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs

• . Perform user account management activities

• Escalate complex problem to appropriate support specialists

• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets,

• presentation graphics, database management systems, electronic mail, and communications)

• . Troubleshoot client software and basic network connectivity problems

• . Identify, evaluate and prioritize customer problems and complaints

• . May train users and operators on a limited basis and/or may write training procedures

• . Participate in on-going training and departmental development

• . Routine maintenance updates with other IT staff and business units

• . Provide all required documentation including standards, configurations and diagrams

• . Provide knowledge transfer of EUC operations

• Technical Requirements

• · Phone support experience necessary.

• · Technical helpdesk or technical call center experience is necessary.

• · Disciplined, systematic problem solving skills required.

• · Hands-on work experience with the following:

• · Windows Operating systems

• · Clients: Windows7, Windows Vista, Windows XP, Windows 2000

• · Servers: Windows 2000, Windows 2003, Windows 2008,

• · Knowledge of Active Directory, Exchange 2003/2007

• · ITSM ticketing tools such as Remedy, Client Service Center, client Service Center

• · User account creation for Active Directory, Exchange Mailboxes, Distribution lists

• · Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools

• · MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio

• · Internet browsers (e.g. Explorer, Chrome, Firefox),

• · VPN and remote dial-in users

• · Support for laptop, desktops, and printers

• · PDA and blackberry support

• · Others: Adobe Acrobat and other common desktop applications like Winzip, etc

• Soft Skills

• Excellent communication and conversation skills (Verbal and Written)

• Good documentation skills

• Good working knowledge of MS OFFICE (Including MS Project and Visio)

• Should have a great customer handling skills

• Able to handle unforeseen situations

• High level of acceptance

• Can drive Client’s value and its methodology

• Other Skills / Experience

• · Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.

• · Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.

• · Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.

• · Ability to learn new information quickly and the willingness to do so at all times.

• · Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.

• · Customer Focus

• · Teamwork

• · Technical Expertise

• · Interpersonal Effectiveness

• · Concern for Order and Quality

• Years of Experience

• Total : 3-4 yrs of University education post High school (B.Sc. or Diploma)

• Relavant : 2 - 3 years of help desk, voice customer service, and support experience with problem solving involving hardware,

• involving hardware, software, and networks.

• Certification requirements

• Preferred MCP/MSCE/MSCA or HDI CSS or Cisco certification

• ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

• Education requirements

• Bachelors / Masters / Equivalent

• Reviewed by

• Title

• Approved by

• Title

• Date Posted

• Date Hired

• Job type: Contract Reference: 21-05945