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

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.

Skill Requirements

 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

Other Requirements