Desktop Support

An expert-level understanding of hardware and software Demonstrated expertise and proficiency in diagnosing complex problems with computer hardware and software with ability to apply solutions to the problems. Experience in dealing with anti-virus, anti-spam, wireless communication, mobile devices, and security in the information technology field

Experience in handling and liaising with multiple vendors/Partner/Teams

Solid knowledge of data communication and networking internet protocols, such as TCP/IP, Ethernet and Serial interface standards, Change Management, and Active Directory. Knowledge of JAMF, Microsoft SCCM, Microsoft Intune, FileVault Disk Encryption Interact with numerous computer platforms in a multi-layered client server environment

Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, computer conferencing systems, application servers, and administrative systems. Strong ability to quickly and independently master new technology, then provide support and consultation on usage of new technologies

Strong customer service orientation. A strong team player, works effectively under pressure, and ability to multi-task

Works in close collaboration with laboratory tech and assisting with installation and maintenance of software

Excellent interpersonal communication skills (verbal, written and listening) since he or she will have daily interaction with faculty, administrators, and staff.. Exceptional documentation skills

Both English and Local Language

To provide support for on call escalations and doing root cause analysis of given issue

To independently resolve tickets within agreed SLA of ticket volume and time

To adhere to quality standards, regulatory requirements and company policies

Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts

To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases

To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases