Service Desk / Help Desk / Technical Support @ Collabera Technologies

Minimum Qualification : Graduation

Responsibilities:-

Provide hardware software network problem diagnosis resolution via telephoneemailchat for customer s end users(Should have own Laptop or Desktop with Webcam.)
Route problems to internal 2nd and 3rd level IT support staff.
Coordinate and manage relationships with vendors and support staff that provide hardware software network problem resolution.
Administer and provide User account provisioning.
Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders incidents to appropriate support teams and follow up until closure.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
Perform user account management activities
Escalate complex problem to appropriate support specialists
Responsible for activities relating to the evaluation, analysis, and setup of PC based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
Troubleshoot client software and basic network connectivity problems
Identify, evaluate and prioritize customer problems and complaints
May train users and operators on a limited basis andor may write training procedures
Participate in on-going training and departmental development
Routine maintenance updates with other IT staff and business units
Provide all required documentation including standards, configurations and diagrams
Provide knowledge transfer of EUC operations

Technical Requirements-

Phone support experience necessary.
Technical helpdesk or technical call centre experience is necessary.
Disciplined, systematic problem solving skills required.

Hands-on work experience with the following:

Windows Operating systems
Clients: Windows10. Knowledge on MAC (Good to have)
Experience and knowledge of supporting g suite like G drive, G meet, G mail etc.
ITSM ticketing tools such as Remedy, Hewitt Packard Service Center, Service Now
User account creation for Active Directory, Exchange Mailboxes, Distribution lists
Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
Knowledge of Clinical apps like Cerner, All Scripts, eHR
Internet browsers (e.g. Explorer, Chrome, Firefox)
VPN and remote dial-in users
Support for laptop, desktops, and printers
Smartphone Support - Iphone and Andriod
Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Soft Skills

Can fluently communicate, read, and write in English to a minimum standard of C1 ( Effective operational proficiency or advanced ) based on Common European Framework of Reference for Languages;
Excellent communication and conversation skills (Verbal and Written)
Good documentation skills
Should have a great customer handling skills
Able to handle unforeseen situations
High level of acceptance