Provide regular reports on statistics and service levels as mutually agreed. HP will provide ad hoc reports on request.
Ensure capturing customers feedback before closing the call.
The Help Desk will provide Level 1 support for end user business applications, windows operating system, outlook, connectivity and customer applications.
stay current with system information, changes and updates
Write procedure manuals.
Train computer users on basic operations.
Walk customer through problem-solving process.
Manage vendor tickets
The desk side support engineer will remotely install standard software, where possible, on end user workstations, avoiding routing requests and desk side visits.
Installation & troubleshooting of all IT equipment i.e. Laptop/Desktop/ Printer/BB/ COLA HHT/ Access Control System/ EPBAX/ VC etc. (Only remote support)
KO ID/ Outlook ID Creation and management. This activity will be performed offsite
Active Directory Management
a. Workstation Creation & Deletion
b. Internet Access
c. Group Access Assignment
d. Active Directory Inventory Maintenance and updation.
e. DHCP Authorization with the help of customer Team
Desktop Software & Application Testing
i. New Ultra Image Testing
ii. New Symantec Antivirus
iii. Patch Testing and Deployment
iv. New Application Testing
v. Microsoft Lync testing & Deployment
vi. KO Image Deployment testing on new IT Asset
Education and Experience
Bachelors degree preferred
Working knowledge of fundamental operations of Desktop/laptop, windows/linux operating system, basic understanding of network and software.
Knowledge of relevant call tracking applications
Knowledge and experience of customer service practices
Related experience and training in troubleshooting and providing help desk support
Knowledgeable to ask questions to determine nature of problem and log tickets in tool.
Minimum 3 years of relevant experience.
Oral and written communication skills
Customer service orientation
Problem analysis, problem-solving, adaptability, team interaction
Experience : 0 – 2 yrs
Salary : 1,50,000 – 1,75,000 PA
Job Location : Bangalore
Qualification : BE/B.Tech, BCA, BBA, BA, B Com, B Sc, Diploma
Company Name : Net Connect Pvt Ltd
Company Address : NA
Company Profile : NA
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