- Domain | IT in Banking | Customer Support | 3 - Experienced
- Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift
- Ability to comprehend end users from international locations over the phone
- Recording, classifying and prioritizing tickets
- Providing initial support and troubleshooting based on Knowledge Base articles
- Contributing to Knowledge Base with current articles
- Taking a remote of an end users’ machine if required while troubleshooting
- Routing requests to the appropriate support groups third party suppliers when tickets are not resolved during initial support
- Monitoring the status and documenting the progress towards resolution of all open tickets
- Keeping affected users informed about the progress.
- Escalating the process if necessary
- Resolution confirmation and closure of tickets within the SLA
- Attend trainings and complete certifications for set competencies
Technical Skills
- Ability to differentiate between different type of IT assets
- Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11
- Understanding of desktop applications and how do they work, installation and uninstallation
- Ability to support users in business applications based on SOP’s
5.
Troubleshooting
Desktop/Application remotely
- Ability to carry out Disk management, Disk Encryption, Wireless configuration
- Ability to check utilization and availability, ability to perform start up and shut down services by following SOP
- Ability to Install and configure email client, troubleshoot connectivity issues
- Ability to troubleshoot calls for printers and copiers locally and remotely
Desired Skills
- Understanding of domain setup and ability to add / remove computers to domain – (For MSP and Enterprise)