Qualification:

• Must be a Bachelor/College Degree in Information Technology, Computer Science, Computer Engineering, or equivalent.

• Preferably 1- 4 Yrs. Experienced Employees specializing in Technical & Helpdesk Support or equivalent.

• Good English communication skills.

• Must have technical troubleshooting acknowledge of Windows systems, MS Office products, and 3rd party software.

• Knowledge of Computer Hardware/Software, Networks, and General computer usage.

• Willing to work on shifting schedule.

• Good English communication skills.

Description:

• Responds to phone calls and aids users with their IT-related issues.

• Accepts and manages service requests and incidents in accordance with established procedures.

• Records incidents and service requests while keeping and managing pertinent documentation.

• Recognizes and categorizes incident types and service disruptions.

• Analyzes user issues systematically and offers solutions along with potential side effects.

• Applies expertise to resolve user issues and queries databases for potential solutions.
• Escalates complex or unresolved incidents.

• Serves as the regular point of contact, receiving and managing support requests.

• Addresses a wide range of service requests for support by supplying information to fulfill requests or facilitate resolution.

• Conducts initial investigation and diagnosis as the first line of support, promptly assigning unresolved issues as necessary.