Act as a single point of contact for phone calls and emails from client employees/ end customers regarding IT issues and queries
Receiving, logging and managing calls from customers via telephone and email
Basic Active Directory knowledge. Creating user accounts, reset passwords, create security /distribution groups, unlock account etc.
Responsible for handling Incident queues, ensure that response and resolution SLA are met as per the SLAs agreed with the customer.
Escalate unresolved calls to the appropriate support groups
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide stats for the weekly Service Desk report on call trends
Publishing support documentation to assist staff with requests for information & provide staff training if required
Handling major incidents by coordinating with multiple teams
An ITIL qualification is preferable but not essential
MCP certification would be desirable
Excellent trouble shooting
Worked in Service Desk / technical desk for at least 1 year supporting international customers from EU & US.
Basic Knowledge in AD, DNS, DHCP, Proxy, IP address.
Remote support experience using remote tools.
Excellent communication skills and telephone manner.
Incident Management experience Managing incidents including business expectations and communication
Basic User, Security & Distribution Group Active Directory administration.
VPN connectivity and troubleshooting experience.
Symantec Antivirus troubleshooting skills.
Must have the basic network knowledge. (ping, tracert ,ip address, lan, wan, MAC address etc.)
Strong knowledge of Microsoft based operating systems.
Experience with using and troubleshooting Outlook (2010 and above) within a network environment (permissions, calendar sharing, delegation)
Will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Work in 24x7 environment
Contact Farheen Falak @ 7829392118
Salary: Not Disclosed by Recruiter
Industry: IT-Hardware & Networking
Functional Area: IT Hardware, Technical Support, Telecom Engineering
Role Category: IT Hardware
Role: System Administrator
Employment Type: Permanent Job, Full Time