JD,

- Understanding of computer hardware and software issues (Global Protect Issue, Intune, Citrix, OneID, Office365, Printing, Bit Locker)
- Operating Systems: Proficiency in Windows, macOS.
- Troubleshooting Skills: Ability to diagnose and resolve technical issues related to hardware, software, and network connectivity.
- Remote Support Tools: Familiarity with remote desktop applications and tools used for providing remote support.
- Ticketing Systems: Experience with IT service management tools like ServiceNow, Jira.
- Ensure tickets are resolved within agreed SLAs.
- Collaborate with other support teams to resolve cross-functional issues.
- Managing service requests and ensuring timely resolution of incidents.
- Problem Solving skills - how do you prioritize multiple support tickets with different urgencies?
- Active Directory: Knowledge of user account management, group policies, and permissions in Active Directory.
- Office Suite: Proficiency in Microsoft Office applications (Word, Excel, Outlook, etc.).
- Citrix: Trouble signing in, Citrix loading issues, Citrix desktop is sluggish,



Unable to open office application in Citrix, adobe printing not working.
- Outlook: Shared mailbox issues, Outlook is not loading, Outlook sync issue, Outlook Crashing, Distribution Group Issues, Email Sync issues.
- Printing: recent printer configuration, clearing/purging queues, change IP address, replace printers, mapping printers, scan-to-mail functionality, scanner issues, installation of UPS thermal printer.
- Communication Skills: Excellent verbal and written communication skills to interact with end-users and document issues and resolutions effectively.
- Customer Service: Strong customer service orientation and the ability to handle challenging situations with patience and professionalism.

KPIs:
- First Call Resolution (FCR) rate - Issue resolved and ticket no reopened within 24 hrs.
- Average resolution time for incidents.
- Number of tickets resolved within SLAs.
- Knowledge Base contributions and updates.

📌 Service Desk & Desktop Support (International Voice) (Bengaluru)
🏢 Alphacom Systems and Solutions
📍 Bengaluru