To provide first-line service desk support to end-users, assisting them with hardware and software problems via phone, email, remotely, or fax.
- Provide 1st line technical support; answering support queries via phone, email, and fax from a remote location.
- Act as a single point of contact for user issue resolution. This includes defining the issue, identifying issue resolution, communication of resolution to requestor amp; closing of service request or escalate to level 2 support.
- Take ownership of user problems and be proactive when dealing with user issues.
- Respond to inquiries from users and help them resolve any hardware or software problems.
- Help in redirecting requests to appropriate teams.
- Support users in the use of Computer equipment by providing necessary training and advice.
- Monitor IT Services status and report up normal cases to concern IT teams amp; IT management.
- Manage on-call and escalation processes.
Skills
• Customer Service: Understand and satisfy customer’s requirements
• Communication: Listen and respond clearly and coherently orally and in writing to customer and management requirements
Requirements
- Customer Service: Understand and satisfy customer’s requirements
- Communication: Listen and respond clearly and coherently orally and in writing to customer and management requirements
- Self Development: Demonstrate eagerness to learn by seeking knowledge and using available learning resources
- Analytical Skills: Collect and screen information, ensure it is accurate, complete and from the right sources
- T Application Knowledge: Use existing applications in own job area. General understanding of standard tools and its uses
- IT Hardware Knowledge: Demonstrate understanding of diverse hardwarefunctionality and operations by identifying and troubleshooting diverseproblems
- IT Systems Knowledge: Understand, interpret and implement existing systems. Trouble-shoot problems and advises others in own work area
Benefits
- Training amp; Development