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Bitmə vaxtı

29-09-2023

Baxış sayı

363

Receive and Response to users inquiries via call/e-mail with prompt, accurate, and courteous replies.
Logging and Tracking the details of users requests and problems as tickets.
Identify the types, categories, severity, and urgency of the ticket.
Provide technical/non-technical phone/e-mail support to users.
Provide remote support and/or remote maintenance users.
Control and follow up users tickets in order to comply with Procedures.
Act as a further escalation point for unresolved or escalated calls;
Route users tickets to proper teams to follow up and handle (both internal and external) including tracking the status of tickets until closure.
Escalate the ticket to Supervisor when the ticket is going to miss SLA or has a risk to miss SLA.
Provide report to Supervisor upon requests.
Maintain and/or Update users information in the Service Desk System.
Participate and assist in driving knowledge management process.

Windows 7,8 & 10 Administration & Support
Active Directory Administration, new user setups (User Accounts, O365 Mailboxes)
Basic Networking knowledge covering Local Area Networks, Switches & VLan’s
Strong communication and customer service skills.
Ability to quickly learn new applications and technologies
Able to install, configure, upgrade and relocate PC hardware, software and print devices.
Experience of Windows XP, Vista, 7, 8, 10, Office 2003 - 2016 problem solving.
Experience of PC hardware troubleshooting and problem solving.
Microsoft Office 365 experience an advantage.
Basic Administration of Exchange Server and mobile email technologies.

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