Desktop/Laptop on-site and phone support; Printer support; Deploying new equipment;
Provide investigation, diagnosis, resolution and recovery for hardware/software problems. When unable to resolve, escalate to second or third level in accordance with Help Desk escalation processes.
Maintain overall ownership of user`s issue & service ensuring that they receive resolution within a reasonable timeframe.
Provide initial assessment of urgency and business impact on all support calls.
Manage service requests, software installations, new computer setups, upgrades, etc.
Record incident resolutions in the Help Desk tool.
Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes.
Support the following technologies: Microsoft Office 2007 products - Outlook, Word, Excel, , Internet Explorer, Windows 7 or later, desktops, laptops, printers, networked copiers, NIC`s, basic LAN/WAN connectivity and others as assigned.
Ability to work independently and in a team environment.
Ability to communicate well with internal and external contacts.
1-2 years directly related work experience in a technical support position on Windows 7 or later, Microsoft Office 2007 or later, Internet Explorer and business applications in a business environment.
Knowledge of multiple desktop programs, configuration and debugging techniques.
Strong work ethic, detail oriented as well as excellent oral and written communication skills.
Sound problem resolution, judgment and decision-making.
Ability to lift and move equipment weighing 10-15 Kgs.
Experience supporting Windows 7 or later, Microsoft Office 2007 or later, Outlook in and Exchange Environment, Internet Explorer, basic hardware issues, desktops, laptops, printers, and mobile devices both in person and remotely.
Experience with TCP/IP and general networking issues.
Experience providing superior customer service and support.
Experience working effectively in a team environment