Senior Executive - IT Helpdesk

House of Shipping provides business consultancy and advisory services for Shipping & Logistics companies. House of Shipping's commitment to their customers begins with developing an understanding of their business fundamentals. Currently House of Shipping is looking to identify a high caliber Senior Executive - IT Helpdesk. Main tasks and responsibilities

• Knowledge of basic computer hardware, including [CPU, Random Access Memory, Hard Drive…].
• Experience with desktop and server operating systems, including windows 10/11, Windows server
• Strong proficiency in MS Office
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledgebase as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase as needed
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.
• M anaging group companies in West and North region of India