Description
Service Desk/Desktop/Helpdesk Support (Dutch Speaking Must)
Location: Zaventem, Belgium
Job Type: Initially 6 months + Possible For Extension
Job Description:
- Require to configure the windows client & all level of troubleshooting, rejoin the domain, installation of network printers, Proxy settings.
- Outlook & Lync related issues, RDS is getting around 40% tickets related to Outlook issue, much more confident in Outlook .
- Require to trouble shoot on word documents, excel sheets & sometime in presentations also, eg repair, restore,
- How to configure the wireless profile at client side, configure of VPN & troubleshooting for VPN related issues.
- Independently resolve tickets within SLA
- Adheres to standard operating procedures/work instructions
- Provides inputs to modify/update/design standard operating procedures/work instructions7
- Follow the escalation process8
- Follow the shift hand-over process
- Update the knowledge base
- Coaching freshers to be independent
- Coaching analysts for correct routing of tickets, capturing critical information
- Technically upgrade across versions of environment when required
- Managing independent shifts
- Complies to regulatory requirements
- Participate in CoE meetings - sharing and acquring knowledge
- Participate in Sev1/Bridge calls