Job Summary

The Support Specialist IT will be involved mainly in: • Managing activities related to new hire support from IT hardware perspective. • Retrieving devices from terminated users. • Providing peripheral support like issuances of mouse, keyboard, docking station etc. • Perform incident resolutions and request fulfilment and supports end users on a variety of issues • Follow-up of end-user hardware request process and order handling of hardware including coordinating delivery and collection Wanted profile: • Excellent customer service skills. • Completes assignments with/without direct supervision and good team player. • Experience with Microsoft Windows 11, MS Office products (2016 and later), laptops, printers and peripherals • Familiarity with working concepts of Fulfilment Centres like Amazon Warehouses. • Experience in ticketing tool, preferably ServiceNow. • Experience in Imaging and familiarity with tools like Pixie boot. • Disciplined, punctual and team player. Activities include (but not limited to) • Imaging laptops for new hires and ensuring quality assurance, creating new hire bundles. • Dispatching new hire bundles and retrieving termination bundles via • Managing IT peripherals support. • Retrieving devices for terminated employees. • Lifting and moving boxes (not over 50 pounds) • Experience in using manual and semi-automatic jacks. • Maintain workplace hygiene.

Key Responsibilities

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

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Other Requirements

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