Beschreibung
• Remotely support all internal staff with their needs (i.e. accessing email, desktop support, and program/software support/access).• Remotely support two software applications by responding to service tickets from customers and suppliers.
• Respond to service tickets primarily through email with the occasional phone conversation as well.
• Configuring and Trouble shooting of MS Office mainly MS OUTLOOK, Office 365.
• To solve the technical problems remotely.
• Troubleshoot, diagnose, document, and resolve all technical issues.
• Help maintain documented processes to resolve common issues.
• Provide 1st and 2nd Line IT desktop support to the Business.
• To identify and resolve issues with applications, following agreed procedures and using application management software and tools to collect agreed performance statistics.
• To carry out agreed applications maintenance tasks.
• To provide technical expertise to enable the correct application of operational procedures.
• To contribute to the planning and implementation of maintenance and installation work.
• To identify operational problems and contribute to their resolution, providing appropriate information to specialists, users and managers.
• To ensure that incidents and requests are handled according to agreed procedures, ensuring that documentation of the supported components is available and in an appropriate form for those providing support.
• To create and maintain support documentation.
• To carry out agreed operational procedures of a routine nature and contribute to problem resolution
• Windows desktop / laptop reimage.
• Expert knowledge of desktop software and hardware support, troubleshooting and resolution
• Troubleshooting the Hardware and Software problems.
• Create/update IT support documentation.
• Remote support to users present at various locations
• SLA Management.
• Good Knowledge in Remote Management Support
• Good Hands On Working experience in handling Incidents on Windows 10 Operating System
• Knowledge on Ticketing Tool, ITIL Process can be added advantage
• Creating Profiles to users for customizing desktop settings, Domain Set up
• Install and configure various applications Software like MS Office, MS outlook and, Internet Explorer.
Essential:
• Minimum 3 Years of relevant experience.
• Excellent Communication Skills
• Candidate should be comfortable with 24*7 environment
• ITIL v3 certified.
• Microsoft MCP certified will be preferable.
• Confident with ability to multi task
• Team player
• Resolving problem quickly
• Strong analytical and Technical skill.