Chennai, Tamil Nadu
Job Summary
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users • Route problems to internal 2nd and 3rd level IT support staff. • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User account provisioning. • Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs • Perform user account management activities • Should have hands on experience windows based client operating systems like windows 7, vista, XP • Knowledge on server, Network, storage and other IT Infrastructure devices • Knowledge of Active directory, exchange • Knowledge in ITSM tools like service now, Remedy and etc. • In depth Knowledge on MS office suit • Knowledge on Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc. • Support knowledge on laptop, desktop, printers PDA, blackberry • Escalate complex problem to appropriate support specialists • Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications) • Troubleshoot client software and basic network connectivity problems • Identify, evaluate and prioritize customer problems and complaints • May train users and operators on a limited basis and/or may write training procedures • Participate in on-going training and departmental development • Routine maintenance updates with other IT staff and business units • Provide all required documentation including standards, configurations and diagrams • Provide knowledge transfer of EUC operations • Should have strong verbal / written communication. • Should have very good knowledge in English and at least one regional Language(German, Italian, Spanish, Russian, Mandarin, Japanese • Excellent interpersonal skills with the ability to influence both I.T. and the business
Key Responsibilities
Incident management • Providing, Phone, email and chat support to end users • User access management • Documenting the issue, resolution and maintaining the Knowledgebase • Creating and maintaining the knowledgebase about the issues that they are handling. • Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate • Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention\'s. • Vendor Management • Support and document Installations, moves, adds, and changes (IMACs) • Metrics and reporting • Should be able to work in an on-site/off-shore model – ensuring seamless communication with the offshore team to achieve service Levels • Able to work well with little direction and in a team atmosphere • Ability to triage effectively under pressure
Skill Requirements
Having knowledge on Service Desk operations and technical is mandatory To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases. To maintain high login Efficiency (Availability) for customers. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be. Work on value adding activities such Knowledge base update & self-development.
Other Requirements
1. Microsoft Certified: Windows Client (Optional but valuable)
2. ITIL Foundation Certification (Optional but valuable
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