Job Detail Back to current openings

Apply For this Position
Job Code : ITH-Team Member II (Helpdesk)-2021-07-01
Job Title : IT Executive
Department : IT Helpdesk
Role Definition : Roles at this level are responsible for providing broad 1st line user support, for completing system administration tasks/processes and/or for undertaking simple application coding activities locally and globally
Key Role & Responsibility : Troubleshooting as per SLAs -Understands the escalated issues from the customer -Offers corrective solution within the time frame -Implements the processes properly in order to avoid the repetitive problems -Documents the troubles/ bugs and their standardized solutions Queries Handling: -Ensures uptime of all end user devices and ensure system preparedness for business continuity -Provides L1 support to the end users physically or remotely - Provides solutions/services and resolves issues within Service level agreements - Data entry in licence and asset management system. Maintainance of stock of local end-user IT devices. - Creates tickets in the local/Global incident management system ; Classifies the tickets ; drives resolution ; compiles periodic reports from the incident management system - Monitors the availability and use of selected components in IT infrastructure and applications - Collection and fulfilment of requirements for deployment, substitution, moving and repairing of IT end user devices. - Efficient involvement of the right expert (second level support). - Preparations of procurement of spare parts and consumables for end user IT devices. - Coordination with external suppliers or service provider for maintenance of end user devices.
Additional Responsibility : Reception and efficient resolution of problems with medium complexity-first level support. Second level support of selected IT-applications(eg. email ) or IT-infrastructure components (medium complexity) - Support small project task force as a single point of contact
Education qualification & Experience : - Any Bachelor degree/Diploma with IT certicifications (eg. Microsoft, Cisco, hardware/networking) or Diploma in Computer Technology/Information Technology/EC - Minimum 2+ years of hands on experience in IT -Certification in infrastructure technologies and/or Microsoft certified individuals are preferred
Technical Knowledge : Hardware Troubleshooting of Computer and notebook along with basic Networking command experience. Operating system knowhow must.
Apply For this Position