Responsibilities :-
? Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer's end users Handle calls, Chats, emails, self support portal tickets from end users.
? Provide VIP support.
? 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.
? Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
? Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
? 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
? 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 Technical Requirements
? Phone support experience necessary.
? Technical helpdesk or technical call center experience is necessary.
? Disciplined, systematic problem solving skills required.
? Hands-on work experience with the following:
? Windows Operating systems
? Clients: Windows7, Windows Vista, Windows XP, Windows 2000
? Servers: Windows 2000, Windows 2003, Windows 2008,
? Knowledge of Active Directory, Exchange 2003/2007
? ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
? User account creation for Active Directory, Exchange Mailboxes, Distribution lists
? Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and? Windows Native tools
? MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Project, and MS Vision
? Internet browsers (e.g. Explorer, Chrome, Firefox),VPN and remote dial-in users
? Support for laptop, desktops, and printersOthers: Adobe Acrobat and other common desktop applications like Winzip, etc