- Be the first contact point to customers and internal employees of Client for support calls.
- Re-direct support calls from customers of Client to the appropriate product services technical support group.
- Log and resolve level 1 support calls raised by internal Client employees.
- Provide immediate resolution to Helpdesk Service Requests within a timely manner, demonstrating technical expertise and exceptional customer service skills.
- Monitors requests, ensures resolution, notifies user of status, and is responsible for the escalation of service problems and issues within established guidelines.
Education:
Should be at least a graduate with 3+ years of relevant experience.
MCP/MCSE certification preferred.
Experience:
Providing 1st level Helpdesk experience in large corporate IT environment/s. Extensive knowledge of Windows XP & Microsoft Office Applications. Experience in troubleshooting network drive & printer mapping issues. Strong Knowledge of PC Hardware, connectivity components & remote access via laptop/desktop. Intermediate knowledge of LAN/WAN networks.
Job Skills:
Strong verbal, written, phone, problem-solving, procedural and follow-up skills, multi- tasking skills preferred. Ability to work independently, as well within a team & must be able to sustain responsibilities’ even with limited resources.
Willingness to:
Set work schedule according to departmental guidelines.
Conform to all their standards and practices. Work a flexible shift patterns to meet a 24/7 operation.
Optional Skills: Exposure or Knowledge of server / database / web / network or other infrastructure components in a support capacity.
