Job Title
The IT Support Specialist will serve as a single point of contact, delivering exceptional customer service for internal support requests, encompassing both IT and non-IT inquiries. To resolve many requests, this role follows troubleshooting steps or references Knowledge Base articles in addition to the Specialist's own knowledge. Otherwise, this role gathers all necessary information to route the request on behalf of the user to the right support person or team within the organization to complete the customer's request. Additionally, the Service Desk team will play a coordination role and monitor the user's support request until completion.
Responsibilities:
* Respond to requests/queries in person via phone or electronically
* Monitor JSM tickets and assignment of tickets as per the task assigned on a weekly basis
* Provide end-user support for all hardware and software Diagnose and resolve end-user issues
* Research issues and questions using available knowledge base
* Ensure proper documentation of ticket and ticket logging for all issues reported to the Help Desk
* Resolve desktop issues reported via ticket or email
* Conduct daily follow-ups on pending tickets to closure and ensure SLAs are met
* Set up and configure desktops printers scanners and other peripherals for local site support
* Work in a 24*7 environment and on shift basis
* Escalate issues to appropriate teams and executives
* Administer Active Directory including but not limited to account and group creation/management
Required Skills & Qualifications:
* At least 6 months experience in BPO or call center industry
* Computer literate with basic computer skills
* Above-average written and verbal communication skills
* Good interpersonal skills
* High attention to details
* Logical reasoning
* Can work on flexible hours
* Able to read and write fluently in English
* Able to read and write fluently on language expertise
Education & Experience:
Bachelor's Degree preferred
* 1+ years specializing in remote desktop support systems administration and IT Operations in a Windows environment
* Good knowledge of ITIL processes ITIL V3 certification is a strong added advantage
* Systems Architecture and integration experience preferred specifying hardware network configuration etc.
* Telephony experience
* Microsoft O365
* Knowledge of TCP/IP networking and related network services i.e DNS SMTP DHCP etc.
* Previous work experience in a corporate environment
* Experience supporting Outlook in a Microsoft Exchange environment
* Experience supporting a variety of Wi-Fi-enabled devices
* Experience supporting remote users
* Basic knowledge of thin client systems network printers Citrix terminal servers