Address
Form of work Essential Duties and Responsibilities
Requirement and desired skills.
- Serve as the first point of contact for customers seeking technical assistance over the phone or chat
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
Requirement and desired skills.
- Minimum of 3 years of experience in Service desk.
- Minimum of 2 years in supporting clinical IT desk.
- Should have excellent written and verbal English communication.
- Ready to work in 24*7 environment.
- Must have good technical and analytical skills.
- Phone support experience necessary.
- ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management
- Disciplined, systematic problem solving skills required.
- Hands-on work experience with the following:
- Windows Operating systems
- Clients: Windows7, Windows 10, Windows 11
- Knowledge of Active Directory, Exchange and Teams
- ITSM ticketing tools Service Now
- User account creation for Active Directory, Exchange Mailboxes, Distribution lists
- Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools
- MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
- Internet/Edge browsers (e.g. Explorer, Chrome, Firefox).
- VPN and remote dial-in users
- Support for laptop, desktops, and printers
- PDA and MDM support
- Others: Adobe Acrobat and other common desktop applications like Winzip, etc
