O roli: 

Role Outline

Working within one of the organisation’s campaigns the successful candidate will be responsible for providing comprehensive Voice and Email support to its Customers. This will range from offering end user support to co-ordination with vendor, client problem management team & other teams whilst delivering a high level of customer service and quality of service.
Requirements
Key Responsibilities
Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
Follow-up/ update ticket for every call to ensure timely closure.
Call ownership, drive to resolution and communication with customer.
Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
Proactive monitoring & Perform documented Escalation process.
Troubleshooting on Application Support (Off Shelf or Customized)
Troubleshooting on Printers & MFD’s
Troubleshooting on VPN software and Collaboration tools
Troubleshooting on Password Reset tools and Remote Control tools
Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals and Networking
Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
Interaction with internal and external stakeholders


Experience – Desirable not mandatory
6 months or more experience in similar role.
Experience on Desktop support, application support
Exposure on ITSM ticketing tools
Working knowledge of ITIL framework.

Skills and Knowledge
Accredited certification on maintenance of PCs, mobile devices, laptops, operating systems and printers.
Preferably –
CompTIA A+ / Microsoft Certified Desktop Support Technician (MCDST)
Comp TIA PDI+
Microsoft Office Specialist (MOS)
ITIL Service Desk Institute – Analyst.
Excellent verbal and written communication skills.