Service Desk/Tech Support

  
Job Description:
Ø Provide hardware / software / network problem diagnosis / resolution via telephone/email for customer's end users 
Ø Route problems to internal 2nd and 3rd level IT support staff 
Ø Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution 
Ø Administer and provide User account provisioning 
Ø Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's 
Ø 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 
Ø Perform user account management activities 
Ø Escalate complex problem to appropriate support specialists 
 
 
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 
 
 
Technical Requirements 
Technical Voice Experience required 
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 10
•         Knowledge of ITSM ticketing tool
•         User account creation for Active Directory, Exchange Mailboxes, Distribution lists 
•         Remote desktop connectivity applications like WebEx, Live Meeting, and Windows Native tools 
•         Office 365 basic knowledge
•         Internet browsers (eg 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