Job Summary

RDS

Roles & Responsibilities:

• Assist in the planning and installation of desktop computer hardware, software
• Mobile devices, remote support (remoting in )
• Deliver fixes to the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications primarily using remote access technology
• First contact resolution of desktop issues or follow proper escalation procedures
• Usage of collaboration tools
• Follow best practice ticket management processes, ensuring tickets owned are handled and updated as per process and every effort is made to make service levels
• Hiring, training, and developing operations staff motivating, rewarding and recognizing staff performance
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

Requirements:

• Minimum 4 Years of experience in Remote Desktop Support
• Must have worked for an International Customer
• Should have Escalation Handling experience
• Willing to work in 24*7 shifts
• Excellent Communication Skills (Verbal & Written)
• Proficiency in leading both physical and virtual teams
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills

Key Responsibilities

RDS

Skill Requirements

RDS

Other Requirements

RDS