SD

Job description for Service Desk L1 profile.

Responsibilities

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

• · Route problems to internal 2nd and 3rd 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 Service Desk operations

• Technical Requirements

• · Phone support experience necessary.

• · Technical Service desk 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 Service 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

• · 1 - 3 years of Service 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

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

• · Bachelors / Masters / Equivalent

• Job type: Contract Division: eTeam Workforce Limited Reference: 23-00390