Job Summary
service desk with english
Key Responsibilities
• Provide hardware / software / network problem diagnosis / resolution via telephone for customer’s end users.• Resolve or Route incidents and requests to appropriate teams • Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. • Administer and provide User Access and Exit controls. • Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions. • Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork. • Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems. • Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments. • Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.• Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus)• Willing to work in different shifts and national holidays as required by Operations.
Skill Requirements
• Windows Operating systems • Clients: Windows8, Windows7, Windows 10• Servers: Windows 2008, Windows 2003, Windows 2000 • Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance• Knowledge of Lync and OCS• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook• Internet browsers (e.g. Explorer, Chrome, Firefox)• Anti-virus and firewall software• PC Hardware knowledgeo Desktop Laptop Peripheral devices (printers, scanners)• Mobile devices and OS (iOS/Android/Windows)• PC Hardware knowledge