Responsibilities:

• Record incident resolutions in the Help Desk tool based on user communication via phone, email, etc.

• Alert/Event monitoring

• Ticket life cycle handling

• Co-ordination between customers, resolver groups and 3rd parties.

• Incident handling and escalation management

• Remote troubleshooting for Desktop machines, laptops, Notebooks, Printer Services: network printers - Le, iPhones, iPad, iPods, Backup system support, Updating current infrastructure and Deploying new equipment.

• Maintain overall ownership of user's issue & service ensuring that they receive resolution within a reasonable timeframe.

• Provide initial assessment of urgency and business impact on all support calls.

• Manage Service requests, software installations, new computer setups, upgrades, etc.

• Manage request fulfilment as per work flow tasks defined, access management through multiple portals.

• Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.

• Support the following technologies: Microsoft Office products - Outlook, Word, Excel, Access, Internet Explorer, Windows XP, desktops, laptops, printers, networked copiers, NIC's, basic LAN/WAN connectivity and others as assigned.

• Ability to work independently and in a team environment.

• Ability to communicate well with internal and external contacts.

• Manage a team and motivate and get the best out of them.

• Strong problem resolution skills required.

Requirements:

• Candidate must be a graduate, Diploma, IT education or comparable IT professional experience

• Level of expertise of L1 - L2 System engineer, On-site Or Remote Support experience

• Technical skill sets to include: Voice Call Handling, Email Communication, Infrastructure Monitoring, Exchange, AD, Network, Desktop Security, Desktop, Laptop, Handheld devices, Troubleshooting, Printers, Tools, ITIL, KM,MS Office, Windows & Smartphones, O365, Lotus Notes, Order management, Mobile Services, Extended troubleshooting of mobile devices and Apps, Extended troubleshooting and solving of smartphone issues ( mail sync problems, connection issues, virtual smartcard, hardware) using documented KB, How-to questions for mobile hardware devices, How-to questions for software (only standard and Customer specific App Store), Office Services, Messaging and Conferencing Services, Printer Services, Security Services, Windows Application Services, Break & Fix Service Desk, Telecommunication Services.

• 1 to 5 years experience

• MCP, MCSA, MCSE, CCNA certifications preferred

• ITIL Foundation, understanding of Incident, Request, Change & Problem Management certifications preferred