FLT-Service Desk Professional

Job description

Roles & Responsibilities:

• Single point of contact for end users regarding IT issues and queries. Ensure smooth deliverables to customer as per the SLA.
• Receiving, logging and managing queries/issues from end users via telephone and emails.
• Incident logging, categorization, prioritization, assignment, coordination and communication until resolution.
• Incident communication and notification for high priority incidents.
• Coordination with application and infrastructure support teams.
• Provide accurate Incident resolution and Service Request management, within established Service.
• Level Agreement (SLA) and Operating Level Agreement (OLA) time frames, meeting or exceeding customers requirements and expectations.
• Incidents and Service Requests are managed effectively; ensuring information is captured in the tool for future reference and analysis, in line with ITIL principles.
• 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops and Printers.
• Log and manage incidents/Service Request in ITSM tool.
• Escalate unresolved tickets to Level 2 resolver groups.
• Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Password reset Account unlock (AD and other applications)
• Active Directory account management
• MS office application issues
• Remote Desktop Management
• MS Outlook issues (profile creation, PST, permissions, calendar sharing, delegation)
• Creation/Access Management of Network Drives and Shared Folders
• Browser trouble shooting
• Wireless troubleshooting
• Operating System Troubleshooting
• Installation and Troubleshooting of approved software
• Printers - Troubleshooting Printer Access
• Basic L1 Laptop Desktop Troubleshooting
• VPN troubleshooting
• Basic support on Unix OS (including HP Unix, Solaris, AIX, Linux)
• Crisis management, Multi-tasking
• Understanding of other operations
• Meeting deadlines, Attention to detail and high level of accuracy