Administrator - Service Desk (SD1)

Education Qualification :
Any Graduate (Engineering / Science) Skills :
Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 3 - ExperiencedTertiary -> Behavioral | Aptitude | Communication | 2 - KnowledgeableTertiary -> Behavioral | Aptitude | Information Processing | 2 - Knowledgeable 1. Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift2. Ability to comprehend end users from international locations over the phone3. Recording, classifying and prioritizing tickets4. Providing initial support and troubleshooting based on Knowledge Base articles5. Contributing to Knowledge Base with new articles6. Taking a remote of an end users machine if required while troubleshooting7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support8. Monitoring the status and documenting the progress towards resolution of all open tickets9. Keeping affected users informed about the progress.10. Escalating the process if necessary11. Resolution confirmation and closure of tickets within the SLA12. Attend trainings and complete certifications for set competencies Technical Skills 1. Ability to differentiate between different type of IT assets2. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 113. Understanding of desktop applications and how do they work, installation and uninstallation4. Ability to support users in business applications based on SOP s5. Troubleshooting Desktop/Application remotely6. Ability to carry out Disk management, Disk Encryption, Wireless configuration7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP8. Ability to Install and configure email client, troubleshoot connectivity issues9. Ability to troubleshoot calls for printers and copiers locally and remotely Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain (For MSP and Enterprise)