Roles and Responsibilities:

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customers end users
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps;
• Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations
  1. To maintain high login Efficiency (Availability) for customers.
  2. To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
  3. To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
  4. Work on value adding activities such Knowledge base update and self development.
  5. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
  6. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases."

Preferred Qualifications:

• Bachelor/ technical studies

Required Skills:

• DWP-USS-SERVICE DESK