Job Description Analytical and Problem solving skills • Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues • Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues • Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently • Display ownership and accountability o Quickly build trust and confidence with customer o Own and resolve customer issues efficiently, effectively and empathetically Mandatory requirement for experienced candidates: • 12-24 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc. • Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows) • Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business • Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution. • Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions • Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers. • Basic networking knowledge Time Management Skills • Being proactive and show the utmost respect for customer’s time
