Education Qualification :
Bachelor’s degree/diploma in computer science or information technology or equivalent
Skills :
Primary -> Behavioral | Aptitude|Communication | 1 - Aware
Primary -> Technology | Windows OS/Desktop Apps | 1 - Aware
Primary -> Process | IT Service Management/Service Desk | 1 - Aware
Skills :
Secondary -> Behavioral | Aptitude|Communication | 1 - Aware
Secondary -> Functional | Customer Support | 1 - Aware
Secondary -> Technology | Basic Network, Basic Datacenter, Security | 1 - Aware
Responsibilities
Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift
Ability to comprehend end users from international locations over the phone
Recording, classifying and prioritizing tickets
Providing initial support and troubleshooting based on Knowledge Base articles
Contributing to Knowledge Base with new articles
Taking a remote of an end users’ machine if required while troubleshooting ?
Routing requests to the appropriate?support groups\ third party suppliers when tickets are not resolved during initial support?
Monitoring the status and documenting the progress towards resolution of all open tickets?
Keeping affected users informed about the progress.?
Escalating the process if necessary?
Resolution confirmation and closure of tickets within?the SLA?
Attend trainings and complete certifications for set competencies?
Technical Skills
Ability to differentiate between different type of IT assets
Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
Understanding of desktop applications and how do they work, installation and uninstallation
Ability to support users in business applications based on SOP’s
Troubleshooting Desktop/Application remotely
Ability to carry out Disk management, Disk Encryption, Wireless configuration
Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
Ability to Install and configure email client, troubleshoot connectivity issues
Ability to troubleshoot calls for printers and copiers locally and remotely
?Basic Networking (Protocols/OSI Layers/IP address)
Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain – (For MSP and Enterprise)
