Service Desk agent

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Location- Trivandrum



Client: Philips India



Experience & Skills:

• 2 years + experience of Windows XP/7/8 Desktop support and configuration.

• 3 years + experience of supporting Microsoft Office products.

• 2 years + experience of basic Active Directory domain administration.

• Exceptional written and oral communication skills.

• Strong documentation skills.

• Experience at working independently and in a team-oriented, collaborative environment is essential.

• Exceptional customer service orientation.

• Ability to effectively prioritize and execute tasks in a high pressure environment.

• Proven analytical and problem-solving abilities.

• Keen attention to detail.

• Highly self-motivated and directed.

• Good Command of the English language with a neutral accent

• A people person who has the ability to present ideas in a customer friendly language.

• Willing to work in 24/7 shifts.



Optional if required



• 3 + years of supporting Apple products especially Mac laptops and iPhone / iPad in an enterprise environment

• 2 years + experience in supporting mobile devices running iOS and Android. (Support is limited to supporting common user issues.



Responsibilities:



• Attend calls from the Local IT staff and log incident tickets.

• Provide initial diagnosis of incidents and service requests.

• Prompt escalation of incidents to L1/L2 support.

• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet to aid in problem resolution and update knowledge base with new identified fixes.

• To ensure the ongoing operational efficiency of all aspects of the end customers systems.

• To install and configure enterprise hardware and software solutions.

• To maintain network and PC operating systems, and to support server and client PC software.

Responsible for providing telephone support to end-user community on hardware, software, and network related problems, questions and use.

• To assist and encourage the development of other members of the IT Team in terms of technical skills transfer.

• Identify trends for ways to prevent future problems.

• Should be able handle responsibilities of vendor applications and troubleshoot for issues.