Job Responsibilities:
-
Provide quality system support to all users in an approachable and courteous manner.
-
Strive to meet or exceed all operational and SLA’s.
-
Adhere to policies, procedures, processes and documentation.
-
Respond to incoming telephone calls and emails.
-
Inform users on appropriate action.
-
Document customer requests in the call tracking system.
-
Provide and assist with 1st and 2nd level technical software/hardware support.
-
Identify and escalate problems to appropriate resources in a timely manner.
-
Monitor open tickets and take appropriate action.
-
Provide documentation to end users through self-help guides.
-
Research questions using available information resources.
-
Stay current with system information, changes and updates.
-
Able to work or have experience working in a 24/5 rotational shift.
Required Skills:
-
Previous IT Helpdesk/Support role with up to three years’ experience is a plus.
-
Experience in handling service related calls where every ticket is to be resolved against SLA’s is a plus.
-
Knowledge of both hardware and software support, Windows 7/10 certification.
-
Knowledge in Microsoft Office 2013/2016.
-
Knowledge in mobile device setup and troubleshooting.
-
Knowledge in Active Directory user management.
-
A technical aptitude with strong PC literacy skills.
-
The ability to follow policies and procedures of the support desk.
-
Willing to assist during non-working hours (ie. Weekends) for emergency maintenance or projects that require zero to little down time for users in the office.
Required Competencies:
-
Fluent speaking and writing in English.
-
Excellent verbal and written communication skills is a must.
-
You will pay great attention to detail, passionate about quality and customer service with a problem-solving mindset.
-
Strong customer service experience to ensure a seamless service for users.
-
The ideal candidate will have the ability to prioritise, multi-task and work well under pressure.
-
You will have strong organisation, planning and prioritising skills.
-
Ability to work autonomously and take your own initiative.
-
Flexible and adaptable.
-
You will be able to work in a reactive environment.
-
Strong enthusiasm and a desire to learn and apply technical information in a fast-paced, demanding work environment.
-
The ideal candidate will have completed at least one module of the Microsoft Certified Desktop Support Technician (MCDST) or MCSA: Windows 10. If not, the candidate must be willing to complete.
-
Have a valid passport.
Week 1: 07:00 to 16:00, Week 2: 23:00 to 08:00 and Week 3: 15:00 to 00:00 IST
EOE/Minorities/Females/Vet/Disabled
IND123
