Service Desk

Job title:

Service Desk

Company:

Darwin Rhodes

Job description

Responsibilities :-
· Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users
· Provide Desk Side support, whenever required.
· 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 circumvention’s.
. 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 desktop support and perform other activities
. 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 and/or 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 operationsTechnical Requirements· Phone support experience necessary.
· Technical helpdesk or technical call center experience is necessary.
· Disciplined, systematic problem solving skills required.
· Hands-on work experience with the following:
· Windows Operating systems
· Knowledge of Active Directory
· ITSM ticketing tool 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
· MS Office Suite
· VPN and remote dial-in users
· Others: Adobe Acrobat and other common desktop applications like Winzip, etcSoft Skills– Excellent communication and conversation skills (Verbal and Written)
– Good documentation skills
– Good working knowledge of MS OFFICE
– Should have a great customer handling skills
– Able to handle unforeseen situations
– High level of acceptance
– Can drive ‘s value and its methodologyOther Skills· Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
· Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
· Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
· Ability to learn new information quickly and the willingness to do so at all times.
· Customer Focus
· Teamwork

· Technical Expertise
· Interpersonal Effectiveness
· Concern for Order and Quality

Expected salary

Location

København

Job date

Thu, 29 Aug 2024 00:26:45 GMT

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