Responsibilities：
Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
Follow-up/ update ticket for every call to ensure timely closure.
Call and Ticket ownership, drive to resolution and communication with customer.
Perform Incident Management Life Cycle Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
Proactive monitoring & Perform documented Escalation process.
Troubleshooting on Application Support (Off Shelf or Customized)
Troubleshooting on IOS and Android mobile devices
Troubleshooting on VPN software and Collaboration tools
Troubleshooting on Password Reset tools and Remote Control tools
Troubleshooting of MS Windows & Office, Desktops, Laptops, iPad Peripherals and Networking
Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
Interaction with internal and external stakeholders
Qualification's：
Experience– Essential
Exposure to similar role for a minimum of 6 months.
Experience– Desirable
1 year or more experience in similar role.
Experience on Deice support, application support
Exposure on ITSM ticketing tools
Skills and Knowledge
Accredited certification on maintenance of PCs, mobile devices, laptops, operating systems and printers.
Preferably –
CompTIA A+ / Microsoft Certified Desktop Support Technician (MCDST)
Comp TIA PDI+
Microsoft Office Specialist (MOS)
ITIL Help Desk Institute – Analyst.
Mac OSx skills
Excellent verbal and written communication skills.