Helpdesk Senior Associate - ITIL

Responsibilities

1. Candidate should be technically sound with Windows Troubleshooting with registry edit (No Boot, No internet, optimization), MAC (optimization, mac troubleshooting), MDM, Autopilot Devices Setup, SCCM, Amazon Workspaces, Citirx , Active Directory (basic troubleshooting), Outlook troubleshooting, Printer Troubleshooting, External Monitor troubleshooting & docking station, Network drives.
2. Typically, the Analyst level participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner.
3. Shift: Rotational shift. Qualification: Graduate with relevant experience/knowledge in a technical support role. - Knowledge of troubleshooting Windows 10, Win 8 Operating system, PC Hardware, Basic Knowledge of Internet Explorer, Networking, Messaging, and MS Office, COTS applications etc.
4. Reviews, troubleshoots and approves operational quality of desktops, notebooks, printers, and associated peripherals.
5. Device collection, reterival, replacement.
6. Installs, maintains and optimizes desktop /notebook configurations at customer sites.
7. Diagnoses and resolves product performance problems.
8. Performs maintenance and repair services.
9. Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
10. Instructs customers in the operation and maintenance of the system.