Job description:

RDS (Remote Desktop Support)
Job Description
Providing expert input to the service requirements definition process, writing and/or reviewing documentation describing Level 1, 2 and 3 Services
Performs comprehensive knowledge transfer with incumbent service provider and clearly documents all learnings and findings.
Communicate comfortably and effectively with customers and management
Demonstrable Subject Matter Expert on Service Desk
Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;
Familiarity with Service Management Tool suites and other technologies used in the Service Desk and Remote Desktop support environment, and their appropriate adoption by client and supply-side agencies.
Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;
Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same;
Excellent communication (verbal, written, listening) and influencing skills.
Provide advanced hardware / software / network problem diagnosis / resolution via telephone for customer s end users
Document knowledge articles based on resolutions identified
Route problems to internal I.M. support staff
Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution
Use the Call Tracking System to document and manage problems and work requests and their respective resolutions and circumvention's
Ensure adherence to the published compliance frame work. Monitor by conducting periodic audits to ensure all compliance aspects are adhered to; analyze and publish reports on the findings; discuss with the concerned stake holders and follow up on the clos
To keep self-abreast of the changing paradigm through reading, research, feedback and competitor analysis to ensure that the process design has the next/best practices
Principal Accountabilities
Designated above plus:
Work closely with help desk peers in cross-training, development/implementation of operational excellence procedures and fostering teamwork.
Work closely with I.M. support staff to obtain technical knowledge and to permanently solve problems.
Projects: perform effectively as project team member as required for help desk projects and internal assignments.
Training: Be willing to participate in on the job training designed to enhance skills and support capabilities.

Knowledge, skills & experience
Education any formal background will be considered, IT background preferred.
Analytical and systematic problem solving skills required.
Excellent written and communicational fluency expected.
The following will be considered an advantage:
Help desk, remote desktop experience with problem solving involving hardware, software, applications, and networks.
Phone support experience.
Advanced Technical helpdesk experience.
Technical & customer specific training will be provided.
Work may be designated for any shift time (24/7 support) so nighttime and holiday availability may be required.

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