Should be able to handle English phone calls, Emails, Web Tickets, Chats and provide remote support to customers.
Should Log incidents and service requests in ITSM tool, categorize and prioritizing them, and managing their life cycle as per ITIL guidelines
Technical Skills required
Basic understanding of inter-relationship of software, hardware, and communications
Hardware troubleshooting skills Printer and Network issues
Experience in PC Hardware configuration
Experience in Remote desktop support to resolve application/OS related issues
Experience in Remote administration/installation/uninstallation of software/ business applications via Microsoft SCCM
Experience using a variety of PC software including Microsoft Office Suite, Microsoft Exchange and other business applications.
Experience in troubleshooting Mobile platforms like Intune
Knowledge of Active Directory is desirable
Certification as an MCP is desirable but not mandatory
Certification as an MCSE is desirable but not mandatory
Behavior Skills required
Good Communication skills in Business English – spoken and written
Ability to work under pressure, handle high workloads and volumes and against timelines
Flexibility to work in shifts (24x7 Shift Schedule)
Should be able to demonstrate enthusiasm with high levels of patience.
Process & Tools
Exposure in ITSM Ticketing tools
Understanding of ITIL Guidelines & Service Desk Operations
Understanding of quality processes in service desk