Administrator - Service Desk (Sd1)
3 weeks ago
**Required Skills**:
Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications
Behavioral | Aptitude | Communication
Behavioral | Aptitude | Information Processing
**Education Qualification**:
Any Graduate (Engineering / Science)
2. Ability to comprehend end users from international locations over the phone
3. Recording, classifying and prioritizing tickets
4. Providing initial support and troubleshooting based on Knowledge Base articles
5. Contributing to Knowledge Base with new articles
6. Taking a remote of an end users’ machine if required while troubleshooting
7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support
8. Monitoring the status and documenting the progress towards resolution of all open tickets
9. Keeping affected users informed about the progress.
10. Escalating the process if necessary
11. Resolution confirmation and closure of tickets within the SLA
12. Attend trainings and complete certifications for set competencies
Technical Skills
1. Ability to differentiate between different type of IT assets
2. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
5. Troubleshooting Desktop/Application remotely
6. Ability to carry out Disk management, Disk Encryption, Wireless configuration
7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
9. Ability to troubleshoot calls for printers and copiers locally and remotely
Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain - (For MSP and Enterprise)
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