Service Desk

Responsibilities :-

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

• · Provide Level 1 Desk Side support, whenever required.

• · 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;

• · 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

• · Knowledge of Active Directory

• · ITSM ticketing tool Service Now

• · 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

• · VPN and remote dial-in users

• · 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

• · 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

• · 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.

• · Customer Focus

• · Teamwork

• · Technical Expertise

• · Interpersonal Effectiveness

• Job type: Contract Division: eTeam Workforce Limited Reference: 23-01218