Desktop Support

Skillset Minimum 5 yrs hands-on experience as deskside/Onsite support/local IT engineer. Experience in providing Hands & Feet support for network and datacenter equipment/devices. Strong Microsoft Operating System installation (Win 7 & Win 10) and troubleshooting skills. Strong experience in troubleshooting MS Office (Outlook, Word, Excel, PowerPoint, etc.). Strong desktop support knowledge including hardware, software, and networking concepts. Strong skills in desktops, workstations, notebooks, printers, and handhelds. Basic understanding of audio/video equipment and conference room setup. User account creation for Active Directory, Exchange Mailboxes, and Distribution lists. Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows native tools. Escalations. Troubleshoot and assist end users with mobile device setup, activations, and performance issues. Handheld Blackberry, Android & iOS support knowledge. Strong customer service skills. Strong written and verbal communication skills. Good understanding of ITIL processes. Hands-on experience with ITSM tools like ServiceNow. Mandatory Certification A+ Certified or equivalent certification. Skills

• Excellent communication and conversation skills in German (verbal and written)
• Good documentation skills
• Good working knowledge of MS Office (including MS Project and Visio)
• Should have great customer handling skills
• Able to handle unforeseen situations
• High level of acceptance

• 1.) Provide support for on-call escalations and perform root cause analysis of given issues.
• 2.) Independently resolve tickets within agreed SLA of ticket volume and time.
• 3.) Adhere to quality standards, regulatory requirements, and company policies.
• 4.) Work on value-adding activities such as knowledge base update & management, training freshers, and coaching analysts.
• 5.) Ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions/reopen cases.