Key Skills :
MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
Support for laptop, desktops, and printers
Perform troubleshooting using different diagnostic techniques and resolve technical hardware and/or software issue
Job Description
To resolve assigned tickets in adherence to agreed SLA and quality standards of the company
• Serve as the first contact with customers who need technical assistance via the phone or email
• Perform troubleshooting using different diagnostic techniques and resolve technical hardware and/or software issue
• Redirect unresolved issues to the next level of support personnel
• Provide needed information on IT products or services
Disciplined, systematic problem solving skills required.
• Keep record of problems and their resolution
• Follow-up with customers
• Provide feedback on processes and make recommendations on areas to improve
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Phone support experience necessary
• Technical helpdesk or technical call center experience is necessary
• Windows Operating systems
• Clients: Windows7 & 10, Windows Vista, Windows XP, Windows 2000
• Servers: Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• Internet browsers (e.g. Explorer, Chrome, Firefox),
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc