Job description:

Position Title
Job Description
Service desk

1-3 years experience Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s 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.
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
Should have hands on experience windows based client operating systems like windows 7, vista, XP
Knowledge on server, Network, storage and other IT Infrastructure devices
Knowledge of Active directory, exchange
Knowledge in ITSM tools like service now, Remedy and etc.
In depth Knowledge on MS office suit
Knowledge on Internet browsers, VPN and remote dial in users and other desktop applications like WinZip, Acrobat and etc.
Support knowledge on laptop, desktop, printers PDA, blackberry
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
Should have strong verbal / written communication.
Should have very good knowledge in English and at least one regional Language(German, Italian, Spanish, Russian, Mandarin, Japanese
Excellent interpersonal skills with the ability to influence both I.T. and the business


Role
Incident management
Providing, Phone, email and chat support to end users
User access management
Documenting the issue, resolution and maintaining the Knowledgebase
Creating and maintaining the knowledgebase about the issues that they are handling.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
Vendor Management
Support and document Installations, moves, adds, and changes (IMACs)
Metrics and reporting
Should be able to work in an on-site/off-shore model ensuring seamless communication with the offshore team to achieve service Levels
Able to work well with little direction and in a team atmosphere
Ability to triage effectively under pressure

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To