Help Desk Support Specialist

Location

Mumbai | India

Job description

• Providefirst contact resolution via phone, email, or Teams chat and convey solutions for computer systems, software and hardware.

• Properly escalate unresolved queries to next level support.
• Track, route, and redirect problems to correct resources.
• Write and perform training sessions for computer users.
• Maintain daily performance of computer systems.
• Ability to troubleshoot by asking the correct questions to determine the nature of a problem.
• Walk client through problem-solving processes.
• Ability to work with clients face-to-face.
• Install, modify, and repair computer hardware and software.
• Install computer peripherals for users.
• Run diagnostic programs and general cleanup maintenance tasks to resolve problems.
• General resolution of connectivity issues with Local Area Networks (LAN), Wide Area Networks (WAN), and Wireless access points.
• Preserve, grow and maintain a knowledge base of procedures, products and services that can be used for both help desk and self-help tools.
• Install computer peripherals for users.
• Run diagnostic programs and general cleanup maintenance tasks to resolve problems.
• General resolution of connectivity issues with Local Area Networks (LAN), Wide Area Networks (WAN), and Wireless access points.
• Preserve, grow and maintain a knowledge base of procedures, products and services that can be used for both help desk and self-help tools.
• Follow up with clients, provide feedback and see problems through to resolution.
• Gain feedback from clients about computer usage.
• Ability to identify and put solutions in place to reduce repeat problems.
• Asset Management Administration.
• Support flexibility for on-call rotation.

Other Skills Abilities:

• Microsoft Office
• Ability to work in a team environment
• Proven work experience in providing help desk support and desktop support
• Working knowledge of help desk software, databases and remote control
• Understand problems from a client s perspective
• Deliver solutions for various levels of client proficiency
• Strong communication skills (verbal, written, presentation)
• Troubleshooting and multi-tasking skills
• Write clearly and effectively
• Can multi-task
• Pays attention to detail and accuracy
• Show good judgment at all times
• Confidence
• Ability to step outside normal role to fix issues that may not directly be IT related
• Organizational Skills

Education Experience:

• Bachelors degree or a minimum of 3 years of Client Support / Application Admin experience.
• Application Support
• Helpdesk Support
• Desktop Support
• Solution Provider
• Active Directory, Windows OS and O365 administration

Job tags

Salary