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Desktop Support
Ref No.: 18-21052
Location: Cary, North Carolina
Position Type:Contract
Start Date / End Date: 03/28/2018 to 04/25/2018
Role : Desktop Support
Location : Cary, NC
Hiring Mode : Contract

Job Description:
  • Exceptional communication and customer handling skills
  • Experience working with ticketing system.
  • Strong analytical skills and quality conscious
  • Should work in 24/7 rotational shift timing
  • Should resolve technical problem (over a phone/Chat or remote systems support)
  • Basic Understanding of Windows XP/Win 7.
  • Basic Understanding of Email configuration and support on MS office tools.
  • VPN troubleshooting and Incident Management.
  • Basic Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)
  • Basic Understanding of Network Concepts
  • Basic Understanding of AD
  • Basic Understanding of troubleshooting Mobile Devices
  • Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
  • Follow the escalation process
  • Follow the shift hand-over process
  • Update work logs
  • Update the knowledge base
  • Coaching fresher's to be independent
  • Coaching analysts for correct routing of tickets, capturing critical information
  • Technically upgrade across versions of environment when required
  • Adhere to organization policies and procedures