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Job Description
Responsibilities Role InformationService Desk (L1) Agent 3 Role Designation Technical Support Specialist Position Summary Provide 1st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines. Provide 1st measure analysis of issues and inputs for problem management. Leverages best effort method for issue resolution through cross functional coordination and support team lead in training, reviews and escalation handling. Required skill set Analytical and Problem solving skillsActive listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issuesAnalytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesProblem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficientlyDisplay ownership and accountability oQuickly build trust and confidence with customeroOwn and resolve customer issues efficiently, effectively and empathetically Mandatory requirement for experienced candidates: Min. 24 months work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suiteIntermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, EncryptionsIntermediate knowledge of Network collaborations & VPN T/SBasic networking knowledge Additional Preferred skills: PBX Administration Avaya or similarAnti-Virus & IT Security best practices implementation & administrationProcess compliance Knowledge of the ITIL FrameworkKnowledge of McAfee products Time Management SkillsBeing proactive and show the utmost respect for customers timeGood time management, ensuring all contacts with customers add valueAbility to Multitask Communication & Relationships Skills To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail. Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards. Skills & Knowledge Communicate at all levels Ability to work across organizational and Educational Requirements Graduate
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