SPECIALIST

Job Description (Posting).

Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved

Act as the initial point of contact for all computer related concerns from clients or other employees

Assist management in creating training materials pertaining to computer troubleshooting and usage

Organize and file documentation pertaining to warranties and instructional guides for computer hardware

Maintain a working log detailed all required system updates, as well as the date of completion

Connect in-person/Face to Face with clients to analyze, troubleshoot and diagnose hardware problems

Resolve technical issues related to Laptop/Desktop disruptions

Install and configure computer systems and applications within the company

Technical Qualifications:

Windows & Mac operating system knowledge

Advantage if Linux is there. Not mandatory

Good knowledge on rebuilding Mac and Windows

Good knowledge about basic windows and Mac Troubleshooting (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