• Provide hardware / software / network problem diagnosis / resolution via telephone for customer s end users.
• Resolve or Route incidents and requests to appropriate teams
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User Access and Exit controls.
• Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumventions.
• Work closely with helpdesk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
• Work closely with support staff to obtain technical knowledge and to permanently solve chronic problems.
• Perform effectively as a project leader or project team member as required for helpdesk projects and internal assignments.
• Willing to participate in on the job and commercial training designed to enhance skills and support capabilities.
• Troubleshooting mobile devices (knowledge of AirWatch/Mobile Iron/Blackberry/Good for Enterprise is a plus)
• Willing to work in different shifts and national holidays as required by Operations.

Roles and Responsibilities:

• Experience in Helpdesk Support/IT Support
• Experience in handling ticketing tools like ServiceNow, Jira,…

Required Skills:

• Basic knowledge in IT
• Basic knowledge in Windows Operating systems,Clients: Windows8, Windows7, Windows 10, Servers: Windows 2008, Windows 2003, Windows 2000, Remote desktop connectivity applications (TeamViewer, LiveMeeting, Windows Remote Assistance
• Basic Knowledge of Lync and OCS
• Basic Knowledge in MS Office Suite: MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, Internet browsers (e.g. Explorer, Chrome, Firefox), Anti-virus and firewall software, PC Hardware knowledge, Desktop,Laptop, Peripheral devices (printers, scanners), Mobile devices and OS (iOS/Android/Windows)