Responsibilities:
1.Maintenance
of 70% first line fix rate.
2.Call,
Incident, Problem and Desktop Change Management through logging, escalation and
resolution using Peregrine Service Centre and remote support tools, including
the Knowledge Base, Wiki .
3.Raising
accurate tickets within Service Centre.
4.Assignment
of calls/ requests/ incidents to internal and external support teams where
calls cannot be fixed by the Service Desk.
5.Incident
management encompassing incidents assigned to other support teams.
6.Setting
customer expectation by allocating an appropriate priority to an incident.
7.
Keeping customers informed of progress, together with actual or expected
resolution, re-setting expectation if required.
8.Adherence
to required processes and procedures.
9.Input
to improvements required to processes, use of software, procedures etc.
10.Remote
Software installations.
11.Ad
hoc tasks as required, e.g. production of relevant stats, team development
initiatives, improvement ideas, administration
Educational
Qualifications : Graduate in any discipline with good technical/communication
skills
Experience
:Fresher /Experienced
Location
: india
Key
Competencies
1.
Overall 2+ years of work experience in Following
2.Extensive
fault finding and troubleshooting experience in a Windows 7 and XP, Active
Directory / GPO environment.
3.
Experience in SCCM 2007 or 2012.
4.Good
knowledge of ESX and VMware.
5.Extensive
knowledge of Active directory and Group policy.
6.Extensive
knowledge of PC hardware/peripherals and latest technologies.
7.Good
understanding of remote support tools.
8.Actively
used HPOV or equivalent monitoring software.
9.Graduate
in any discipline with good technical/communication skills
