Desk Side Services – Analyst / Sr. Analyst / Specialist / Sr. Specialist / Associate Consultant / Consultant

Job Description

– To resolve assigned tickets in adherence to agreed SLA and quality standards of the company
– Serve as the first contact with customers who need technical assistance via the phone or email
– Perform troubleshooting using different diagnostic techniques
– Troubleshoot, diagnose, and resolve technical hardware and/or software issues
– Provide quick resolution and excellent customer service
– Redirect unresolved issues to the next level of support personnel
– Provide needed information on IT products or services
– Keep a record of problems and their resolution
– Follow-up with customers
– Provide feedback on processes and make recommendations on areas to improve
– Maintain technical documentation and service catalog on the installation of software, the configuration of hardware and problem troubleshooting
– Suggest improvements in procedures
– Phone support experience necessary
– Technical helpdesk or technical call center experience is necessary
– Disciplined, systematic problem-solving skills required.
– Windows Operating systems – Clients: Windows7 & 10, Windows Vista, Windows XP, Windows 2000
– Servers: Windows 2000, Windows 2003, Windows 2008,
– Knowledge of Active Directory, Exchange 2003/2007
– ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
– Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
– MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
– Internet browsers (e.g. Explorer, Chrome, Firefox)
– VPN and remote dial-in users – Support for laptop, desktops, and printers
– PDA and Blackberry support
– Others: Adobe Acrobat and other common desktop applications like Winzip, etc – Knowledge of Remote Desktop tools”