Desktop Support

Job Description:

• Provide hardware / software / network problem diagnosis / resolution via telephone for customer's end users
• Route problems to internal I.M. support staff.
• 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 circumvention's.
• Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with I.M. support staff to obtain technical knowledge and to permanently solve chronic problems.
• Training: Be willing to participate in on the job training designed to enhance skills and support capabilities.

Eligibility, Knowledge, Skills & Experience

• 3-4 yrs of University education post High school (B.Sc. or Diploma)
• 2-3 years help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
• Phone support experience is mandatory
• Technical helpdesk or technical call center experience is necessary.
• Disciplined, systematic problem-solving skills required.
• Hands-on work experience with the following:
  • MAC support experience is must
  • Windows Operating systems - Windows XP/ 7 /10
• Remote desktop connectivity applications
• MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook/Exchange
• MS Outlook:
  • Configuring the MS Outlook - via Exchange or POP
  • Making Calendar entries - setting up meetings
  • Sharing of calendar address book and contacts.
  • Making pst files, signatures, enabling - spell check options, read receipt, recall a sent email.
  • Setting up Rules in MS outlook
• Internet Troubleshooting:
  • Knowledge of the working principles of DHCP and DNS.
  • Setting up/troubleshooting wired and wireless connections.
  • Knowledge of the usage of basic commands like ipconfig, Tracert, nslookup, loop back IPaddress.
  • Troubleshooting internet explorer issues - like secured sites not opening
  • Knowledge of troubleshooting no network connectivity issues - like limited or no connectivity issues, page cannot be displayed
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• Others: Adobe Acrobat and other common desktop applications
• Basic knowledge of ITIL processes
• Willing to work in 24 x 7 operations