DUTIES AND RESPONSIBILITIES

• Respond to all calls or request for assistance that come to the service desk via phone, emails, chat, and self-service.

• Act as a single point of contact for all queries received above.

• All Tickets (FCR or Non FCR) should be documented and/or assigned to the right support teams with reference of knowledge base and training.

• IT Asset Allocation, Tracking and Reporting.

• Troubleshooting of IT related problems related to Hardware’s and Software’s.

• Basic Active Directory knowledge like creating user accounts, reset passwords, create groups etc.

• Provide support on queries Troubleshoot basic network issues.

• Provide basic in-house training in MS Office applications used within the Association(Word,Excel, Outlook, and PowerPoint) Blackberry/Good for Enterprise account management.

• 24* 7 On-site support.

REQUIRED SKILLS

• Required communication skills and telephonic etiquettes

• Good organizational skills

• Good written and verbal communication.

• Operating System (Windows 7 / Windows 10)

• Basic knowledge on Application Troubleshooting

• Basic User & Security Group Active Directory administration

Basic knowledge of Microsoft based operating systems with emphasis on (Windows 7/ Windows 10).

• Basic Knowledge with using and troubleshooting Outlook 2010/2016 within a network environment (permissions, calendar sharing, and delegation)

• ITIL qualification is preferable. Candidate should have completed ITIL program either via Internet program such as Udemy or via in house training in the last 1 year.

• Minimum 3 years of experience.