Telecommunications; Retail & Wholesale; IT Services
Functional Area
Not Mentioned
Job Description
Help Desk agents shall register all calls and emails, will identify user, and collect user information and shall also the description of the issues have reported.
Agent shall be responsible for building the service Knowledge base to be approved by customer concerned team and shall be followed in resolving user issues.
Agents shall be receiving logging, and solving issues related to IT helpdesk through interfering in technical details and troubleshooting that could be solved over different communication channels like accessing user machine remotely, instruct the caller by phone, send detailed resolution steps by email, provide required support on site.
Agent shall be responsible for installation on devices (Computers, laptops, Printers, Network Printers, scanners) or any other IT equipment?s.?
Service shall be delivered to all customer, public health sector & private health sector end users (external and internal departments), across different location.
Agent shall be supporting users on OS, iOS, MS Office, and any other applications and software?s used by customer staff, developed by customer or supported by customer.
Agents shall be able to support all type of devices used by customer staff, public health sector staff & private sector staff including but not limited to (Desktops, laptops, tablets, mobile devices, etc..) even if the device is not owned by customer?
Provide recommendations on the procurement of Hardware & Software for customer
Manage and prepare computers for new staff, including installing necessary standard software like Office Suite, Endpoint protection and Directory services.
Troubleshoot first level network issues and escalate to desired section where needed.
Help procure any accessories, software or hardware needed in future?
Help install/uninstall software.
Manage user accounts and restrict access to regular accounts per customer standards.
Help Desk agents shall register all calls and emails, will identify user, and collect user information and shall also the description of the issues have reported.?
