Service Support L2
11-2017 - Now Data migrations, from one server to another, and server profile reports.
Creation and management of Lotus Notes/Domino IDs.
Building new machines in line with individual machine specifications specified in the Build and Deploy database;
Physical installation (including cable management) of EUC hardware;
Building of machines via SCCM as well as manual installs;
Testing of EUC hardware including power on, network connectivity and confirming applications have been deployed as required;
Responds to user complaints using conflict resolution techniques and escalates as required.
Provides Desktop Support (incident & requirement analysis and resolution) across a variety of computing environments depending upon job assignment and updating the fault logging system;
Experience in Installation, testing and maintaining hardware and software according to client's standard operating environment (SOE) and adhering to quality management procedures.
Assists in the deployment of new or disposal of obsolete ICT hardware and software;
Assists in Configuration Item Database for both hardware and software tracking.
Provides support to users in the use of ICT information systems and services.
Responds to user complaints using conflict resolution techniques and escalate as required.
Software package deployment and remote software installations.
Providing and revoking Admin Rights to customers.
Creation, deletion and management of Home shares/Group shares.
Relinking of mailboxes in exchange.
Timely response on priority and customer requests.
Troubleshooting and resolving complex technical issues.
App Download
Apps/SW issues
Device Wipe/Retire
Device Password rest
Device Unlock
OS Update Questions
Email Sync Issues
Device Passcodes.
Experience in troubleshooting connectivity related issues i.e. VPN, LAN, wireless etc.
Knowledge of the basic structure and functions of AD.
Troubleshooting and resolving issues with MS office, windows, internet explorer, virus issues etc.
Troubleshooting and resolving connectivity issues, such as VPN, LAN, wireless etc.
Troubleshooting and resolving issues with business applications I.e. Lotus Notes, SAP, Interspec etc.
Troubleshooting and resolving complex technical issues.
Timely response on priority and customer requests.
Document technical process solutions, and prepare knowledge articles to enhance service desk and escalation desk resolution.
Handling Incidents within the required SLA, and ensuring good CSAT surveys from customers.
Experience in troubleshooting Microsoft applications i.e. MS office, internet explorer, operating system issues, issues related to virus / malware etc.
Experience in troubleshooting connectivity related issues i.e. VPN, LAN, wireless etc.
Expertise in troubleshooting laptop / desktop HW and computer peripheral issues i.e. Local / network printer, etc.
Knowledge of the basic structure and functions of AD.
Excellent customer service skills.
Ability to successfully provide Customer Support in a fast-paced, dynamic and technical environment.
Able to independently troubleshoot and drive investigations to resolution.
Understanding of service desk environment and its day-to-day operations.
Experience of working in SLA based environment.
Exposure to ITIL based work environment.
Strong verbal and written communication skills.
Strong analytical and troubleshooting skills.
Ability to multitask between different applications