Deskside Support Technician

Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options

Route problems to 3rd level IT support staff using knowledge base articles

Coordinate with level 3 and support staff that provide hardware / software / network problem resolution.

Use the SOAR to document and manage problems and work requests and their respective resolutions and circumvention's

Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers;
Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.

Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps

Troubleshoot client software and basic network connectivity problems remotely using remote access tools

Identify, evaluate and prioritize customer problems and complaints

Participate in on-going training and departmental development

Maintain quality standards for incident documentation and phone calls

• Customer-focused
• Thorough knowledge of troubleshooting remote access issues
• Able to articulate and speak with clear voice
• Diplomatic and must have interpersonal skills
• Able to understand the business’s objectives
• Able to understand and accept that the Customer’s issues affect the business and that without the Customer there is no support department and that the Customer is an expert in their own field
• Must have empathy with end users
• Team player
• Professional code of conduct
• Must have a good understanding of the organization
• Must have basic technical knowledge of all technology used for the business processes.
• Able to deal with stress
• Good writing techniques (English)

Classify Service incidents according to the specified options

Execute 1st attempt to solve the Service Incident

Refer Service Incident to the appropriate Resolution Owner Support Group

Tracks the progress of an owned Service Call during entire lifecycle (from start to end, register to close) to ensure that it is resolved within the agreed Service Level Agreement (SLA) and updates Service Call records if necessary. (

Note:

is responsible that the solution is created but is not necessarily responsible for the solution itself).

Escalate to the appropriate management level when thresholds are violated.

Communication (internally / externally) about Service Calls, e.g., communicates the status of the Service Call directly with the customer or broadcasts to a larger audience as defined per SLA.

Report about Service incidents

Communicate response times for dispatched tickets to the customers.

Manage the entire service request process ensuring adherence to SLA

Execute service requests such as setting up NT/Outlook accounts as per the SLA

Process and send IT reports

Technical helpdesk or technical call center experience is necessary.

Disciplined, systematic problem-solving skills required.

Hands-on work experience with the following:

• Windows Operating systems
• Clients:
  Windows7, Windows Vista, Windows XP, Windows 2000
• Servers:
  Windows 2000, Windows 2003, Windows 2008,
• Knowledge of Active Directory, Exchange 2003/2007
• ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
• Remote desktop connectivity applications like SMS, Bomgar, Web Ex, Live Meeting, and Windows Native tools
• MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
• VPN and remote dial-in user s
• Support for laptop, desktops, and printers
• PDA and blackberry support
• Others:
  Adobe Acrobat and other common desktop applications like Winzip, etc

• Helpdesk: 1 year…