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Job Description :
1. Responsible for Service desk Delivery
2. Call logging / follow ups/ closures for various incidents related to various applications and OS.
3. Call escalation for the issues which are not of user end.
4. Support for various departments
5. Call logging / Assigning / Follow ups for Network, Server, Applications, CRM, Outlook related issues.
6. EOD pending tickets reports.
7. Daily MIS report.
8. Weekly Tracker
9. Service desk mails handling.
10. Vendor coordination
11. Provide First Level Support over Message Delivery System (Telephone, email)
12. Well verse with MS Office, Windows Operating System etc
13. Answer staff questions in person and via phone on all company supported applications.
14. Determine source of computer problems (hardware, software, user access, etc.).
15. Advise staff on appropriate action.
16. Serve as liaison between staff and the technology department to resolve issues.
17. Work one-on-one with staff on application projects.
18. Document resolutions for future reference.
19. Other duties as assigned.

ADDITIONAL RESPONSIBILITIES :
1. Perform hardware and software installations.
2. Provide on-the-job training to new department staff members.
3. Provide computer orientation to new company staff.

KNOWLEDGE AND SKILL REQUIREMENTS :
1. Good command over written & verbal communication
2. Accept requests for assistance or problem reports from users
3. Obtain necessary information from users to adequately describe the request or problem report
4. Directly respond to the request or problem if within own areas of expertise
5. Complete information on problem reports that were solved personally and close report in problem tracking system
6. Direct the request or problem to the most appropriate support area (e.g., Networks, Telecom, Software, dialer etc)
7. Liaison with user to ensure that requests or problem reports have been satisfactorily handled Reports
8. Good basic working knowledge of Microsoft Windows, Office and any other common desktop tools
9. Knowledge of ITIL
10. Worked on some Helpdesk Ticketing System
11. Ability to work responsibly with or without direct supervision


Desired Profile :
Education : UG, Graduation - Any Specialization, Post Graduation Not Required
Functional Area : Information Technology