SPECIALIST

Job Description (Posting).

At least 5 years of experience in the field or in a related area required

Strong Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc)

Strong Microsoft Operating System installation and troubleshooting skills

Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds

Broad experience of IT with basic understanding of Networks, Servers and Telecoms

Strong Customer service skills

Ability to provide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels

Strong written and verbal communication skills

Must be detail oriented and self-motivating

Basic Background security check required

Experience including remote control of PCs and video conferencing knowledge

(1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases