Service Desk

Job Summary

· Work with our Service Desk, Documentation, Remote Monitoring/Management and all other system software to accept and resolve L1 and L2 service requests, incidents and problems.

· Work with clients directly over the phone and using remote software.

· Monitor and respond to end user client events, reported incidents and service requests (e.g. desktop, server, virtualization and application) as they arise.

· Proactive identification and analysis of issues (including P1 incidents, logs, analysis, and vendor alerts) and manage problem through to resolution.

· Input into development and documentation of service management procedures and standards to ensure engineering best practices are maintained.

Essential Duties and Responsibilities

· Serve as the first point of contact for customers seeking technical assistance over the phone or chat

· Perform remote troubleshooting through diagnostic techniques and pertinent questions

· Determine the best solution based on the issue and details provided by customers

· Walk the customer through the problem-solving process

· Direct unresolved issues to the next level of support personnel

· Provide accurate information on IT products or services

· Record events and problems and their resolution in logs

· Follow-up and update customer status and information

· Pass on any feedback or suggestions by customers to the appropriate internal team

· Identify and suggest possible improvements on procedures

Skills and Abilities

• · Phone support experience necessary.

• · ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management

• · Technical helpdesk experience is necessary.

• · Disciplined, systematic problem solving skills required.

• · Hands-on work experience with the following:

• o Windows Operating systems

• o Clients: Windows7, Windows 10

• o Servers: Windows 2003, Windows 2008,

• o Knowledge of Active Directory, Exchange

• · ITSM ticketing tools Service Now

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

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

• · MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.

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

• · VPN and remote dial-in users

• · Support for laptop, desktops, and printers

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

• Education / Expertise

• · Candidate must possess at least a Bachelor's/College Degree, Computer Science/Information Technology, Engineering (Computer/Telecommunication), Science & Technology or equivalent.

• · At least 2-year prior experience with Systems Integrator or Managed Services Provider is a must

• · Experience with MS Server operating systems and ancillary services (Windows Server 2008R2 and 2012, Remote Desktop Services, AD, Client, DHCP, DNS, Scripting skills)

• · Experience with mobile device troubleshooting (iPhones, iPads, Android phones/tablets)

• · Intermediate to Advanced skills encompassing:

• o Microsoft Server and Desktop OS troubleshooting skills across all current versions

• o Microsoft Office 365 troubleshooting and configuration skills

• o Network (fundamental) troubleshooting skills

• o Office 365 support

• Job type: Contract Division: eTeam Workforce Limited Reference: 22-02147