Fresh Graduate or has,
1 – 2 years of experience supporting Desktop & Help Desk
OJT as a hands on support technician or Remote Help Desk Technician
Ability to follow direction from Sr. Lead Technicians & Engineers
On Call Rotation
Shifts rotate Nights, Holidays & Weekends.
Skills, Qualifications and other requirements
? Answers Service Desk telephones for assigned account(s) and responds to moderately complex customer inquiries to ensure customer needs are met
? Assists the customer in resolving complex technical problems on a primary account by providing guidance regarding software and hardware problems. Resolves and/or refers highly complex technical problems as appropriate.
? Follows up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
? Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
? Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are successfully resolved.
? Analyzes and evaluates inquiry/problem reports and makes recommendations to reduce help desk call rates.
? Acknowledge service requests, incidents or queries via Ticketing, Phone, Skype and email
? Ability to see the change in priority of handling of issues and adapt.
? Organizes and addresses assigned tickets in appropriate work queue and priority
? Maintain IT inventory/asset management for assigned region and location
? Metrics Reporting of team initiatives to IT Management
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