Description
Role:
1. Provide in-house support for End Users
2. IMAC Support
3. Provide resolutions for users and Business Applications
4. Queue management - Ticket creation/Categorization/Prioritization
5. Ticket escalation to respective Support Group
6. Ticket update and Closure.
7. Work in a regulated Environment.
Years experience:
2-3 years' experience in Deskside support.
Desired experience
8. Good communication skills and customer management experience
9. Work experience with interacting with clients/team across the Globe..
10. Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
11. Willing to work in 24x7 environment
12. Good Analytical & Coordination skills are essential.
13. Basic Customer service skills
14. Basic understanding of Computers and troubleshooting skills required.
15. Customer service orientation and ability to work in a team
16. Good interpersonal and communication skills
17. Customer service orientation and ability to work in a team
18. Excellent Soft skill, Communications skills(Voice & Email) to handle global customers
19. Strong keyboard skills(minimum 30 words per minute)
20. Ability to perform in adverse situations
Technical skills:
1. Troubleshooting skills on desktop and shrink-wrapped applications(MS Office, Adobe etc)
2. Troubleshooting skills on VPN connectivity, dial up, wireless Routers
3. Knowledge on Active Directory, domain controllers etc
4. Exposure to password reset tools
5. troubleshooting skills and experience in handling Exchange(Outlook).
6. Knowledge in Printer configurations and application installation.
Management skills:
1. Skills in written and verbal communication.
2. Skills in managing multi vendor environment and ability to work with various resolver groups in driving the speedy resolution
MANDATORY Skills:
1. Laptop/PC Imaging activities
2. IMAC Request fulfilment
3. PC/Laptop installation, configuration and Break fix
4. Printer/Scanners installation configuration and Break fix
5. Phone & Mobile devices installation configuration and break fix.
6. Level 2/3 support for PC, Printer, Scanner, Phone( Remotely unresolvable by Service Desk)
7. Vendor Coordination
8. Attending meeting with client and gathering project requirements
9. Hands and Feet support for Data center
10. Snow queue management ( review queue, self-assignment of tickets, ticket closures)
11. Mounting & Un-mounting Hardware's in data center (Switch, Routers, Servers, etc..)
12. Data center daily routine check and maintaining data center health check list register.
13. Software installation at PC level.
14. Knowledge to communicate in Dutch language is preferable - English is a must.