Brief Job description

• Provide 1st level technical support
• Service restoration
• Fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems
• Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures
• Executes transactions as per prescribed timelines
• Provide 1st measure analysis of issues and inputs for problem management
• Leverages best effort method for issue resolution through cross functional coordination
• Support team lead in training, reviews and escalation handling

 

Requirements

Analytical and Problem solving skills

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
  • Quickly build trust and confidence with customer
  • Own and resolve customer issues efficiently, effectively and empathetically

 

Mandatory requirement for experienced candidates:

• 24 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
• Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
• Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
• Intermediate knowledge of Network collaborations & VPN T/S
• Basic networking knowledge

 

Additional Preferred skills:

• PBX Administration Avaya or similar
• Anti-Virus & IT Security best practices implementation & administration
• Process compliance Knowledge of the ITIL Framework
• Knowledge of McAfee products

Time Management Skills

• Being proactive and show the utmost respect for customer’s time
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask

 

Communication & Relationships Skills

• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail
• Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards

 

Skills & Knowledge

• Communicate at all levels
• Ability to work across organizational and professional boundaries
• Excellent verbal and written communication skills
• High level of interpersonal skills, including active listening and understanding
• Good organizational skills and ability to prioritize workloads.
• Work to tight deadlines / service levels
• Business etiquette
• Broad knowledge of IT products, services and terminology

 

Aptitudes

• Identification of problems and solutions
• Analysis of data
• Presentation of technical functionality to a non-technical audience
• Working knowledge of MS Office products
• General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
• Ability to work as pat of a team or on own initiative.
• Customer focused
• Proactive
• Self-Motivated
• Patient
• Innovative
• Flexible

Job duties and responsibilities

• To improve user confidence in the areas of computer hardware & software, applications, being empathetic to a variety of new and experienced learners needs
• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables
• Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner
• To participate in an on call rota, providing a 24 hours, first line support service to users
• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail
• Update incidents with detailed and relevant information in a timely and effective manner
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution
• Escalate an incident or troubleshoot tickets according to the company escalation processes;
• Ensure Customer Service Level Agreements are met or exceeded
• Respond to customer enquiries in a timely and efficient manner
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times

 

Education and other requirements

• Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
• ITIL trained preferred
• Willingness to work in rotational shifts