Core Duties and Responsibilities:
The successful candidate will be responsible for the following duties
- Should act as a single point of contact for all the clients/Users
- Responsible for Log tickets, Track the progress, update and close the tickets as per the status.
- Handle voice calls and email requests from users.
- Contact users when needed to progress or close tickets.
- Perform first level of support including basic troubleshooting activities in Microsoft Operating systems for desktop and laptops, MS Office applications including Outlook, Microsoft Active Directory User Management, intunes, etc.,
- Should have good years of experience in handing Technical Help Desk function.
- Triger the P1/P2 process and track it until ITSM in involved.
- Must be able to keep the SOP, Runbooks up-to-date by continuously updating it when there are changes.
- Good knowledge of Microsoft Operating systems - Windows XP, Vista, Windows 7, Windows 8, Windows 10.
- Exposure to Microsoft Active Director tasks like User Creation, Modification, Group creation, etc.
- Good knowledge of Print Services, TCP/IP and Network connectivity.
- Exposure to Linux environments and Ticketing tools.
- Certification in ITIL v3 is desirable
Skills Attributes and Behaviour:
The successful candidate will demonstrate the following skills and behaviour
- Should posses a minimum 3+yrs of experience
- Excellent verbal and written communication skills in English.
- Should be highly process oriented
- Desire to learn and ability to implement them swiftly.
- Should posses great troubleshooting skills
- Should be a good team player, highly motivated and ambitious
- Willingness to work extended hours or away from home base when required