Job Summary
Excellent customer service skills with clear verbal communication
Min 1-2 years of relevant experience of Desktop, Laptop and Hardware support
Excellent troubleshooting skills and the ability to follow procedure
A positive, effective and flexible contribution to achieving team targets and objectives
Collaborate with external Resolution Groups, including on-site teams, to ensure service levels are met or exceed
Well versed in help desk policies, procedures, standards and documentation
Resolve tickets within scope of responsibilities according to defined procedures
Strong on building good working relationships within the team and other Resolution Groups
Responsibilities and Duties
Deals with all service request and incidents assigned including VIP users
Ensure escalated tickets are documented in real-time and in accordance with Service Desk processes and quality standards
Follow best practice ticket management processes, . ensuring tickets owned are handled and updated as per process and every effort is made to make service levels
Present a positive, effective and flexible contribution to achieving team targets and objectives
Collaborate with external Resolution Groups, including on-site teams, to ensure service levels are met or exceeded
Remain well versed in help desk policies, procedures, standards and documentation
Resolve incidents escalated by SPOC as per the agreed SLAs and timelines and by following the SOPs and runbook
Escalate problem to Technical Team lead
Always keep the SPOC informed about the status of ticket
Resolve tickets within scope of responsibilities according to defined procedures and record all trouble shooting done on calls with accuracy on the ticket
Focus on building good working relationships within the team and also communicate and explain to end users at help desk about the issue, cause and solution.
Qualifications and Skills
Microsoft Server and Desktop OS troubleshooting skills across all current versions