Provide helpdesk support and resolve problems to the end users satisfaction.
Monitor and respond quickly and effectively to requests received through the IT helpdesk
Monitor Service Desk for tickets assigned and process first-in first-out based on priority.
Modify configurations, utilities, software default settings, etc. for the local workstation
Assist with onboarding of new users
Report issues to the Service Desk for escalation
Responsible for Help-desk support - Dealing with various Customer issues
Track of Service Tickets on Service Desk
Responsible for Operating on Active Directory
Maintain various data-bases of the IT -Communication Department
Responsible for recording -logging all incidents and service requests, categorizing them based on priorities and for deciding on the action to be taken on each incident
Provides 1st level (assistance over the phone and Remote Access Support) technical support to the IT users across the organization
Responsible for any asset (hardware - software) given to the user and record it in the inventory items with configuration ID which is linked to the users employment ID
Perform all other assigned responsibilities as per direct manager
B. Qualifications:
IT Technical Helpdesk Background
ITSM-BMC Remedy Experience
Microsoft Certified Solutions Expert(MCSE) certified or equivalent
Microsoft Certified IT Professional (MCITP) certified or equivalent
