Administrator - Service Desk

Responsibilities

• Handle incoming calls, emails and chat from users; may require working on a rotational shift
• Comprehend end users from international locations over the phone
• Record, classify and prioritize tickets
• Provide initial support and troubleshooting based on Knowledge Base articles
• Take remote control of an end user’s machine if required while troubleshooting
• Route requests to the appropriate support groups or third‑party suppliers when tickets are not resolved during initial support
• Monitor the status and document the progress toward resolution of all open tickets
• Keep affected users informed about the progress
• Confirm resolution and close tickets within the SLA

• Basic troubleshooting on different versions of Windows OS (e.g., Windows XP, Windows 7, Windows 10 and Windows 11)
• Understanding of desktop application installation and uninstallation
• Ability to support users in business applications based on SOPs
• Troubleshooting desktop applications remotely
• Carry out disk management, disk encryption and wireless configuration
• Check utilization and availability; perform start‑up and shut‑down services following SOPs
• Install and configure email client; troubleshoot connectivity issues

• Technical understanding of native backup management tools and different types of backups
• Provide SOP‑based support for configuring and troubleshooting backup‑related issues

Basic networking knowledge required.

Basic understanding of virtual infrastructure and cloud (AWS, Azure and Google Cloud).

Diploma.

Primary → Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 3 - Experienced.

Technology | IT Certifications | HDI Certification | ITIL Foundation.