Job description:

RDS (Remote Desktop Support)
Job Description
Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services; creating detailed run books.
Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.
Ensure customer service goals are met.
Communicate comfortably and effectively with customers and management
Demonstrable Subject Matter Expert on Service Desk
Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;
Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;
Expert knowledge of the service management and reporting obligations placed on an outsourced Service Desk, including application of standardized terminology and metrics;
Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies;
Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;
Experience of implementing or operating a unified Service Desk in a multi-supplier environment;
Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same;
Excellent communication (verbal, written, listening) and influencing skills.
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
Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos
To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices
To prepare business requirement documents for automation/enhancement of the processes, lead pilot and testing efforts of a process rollout including preparation of training material and ensure that customer queries on a new process are responded to.
Principal Accountabilities
Designated above plus:
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 problems.
Projects: perform effectively as project team member as required for help desk projects and internal assignments.
Training: Be willing to participate in on the job and commercial training designed to enhance skills and support capabilities.

Knowledge, skills & experience
Education any formal background will be considered, IT background preferred.
Analytical and systematic problem solving skills required.
Good English written and communicational fluency expected.
The following will be considered an advantage:
Help desk, customer service, and support experience with problem solving involving hardware, software, and networks.
Phone support experience.
Technical helpdesk or technical call center experience.
Candidates wi