Responsibilities :                                         

  • Assists staff with installation, configuration and ongoing usability of computers and peripherals within established standards and guidelines
  • This position assists staff with technical support or desktop/laptop computers, applications, printers and related technologies.
  • Involves managing team over 10 desk side agents
  • Works with vendor support contacts to resolve technical problems
  • Works with service desk and RDS as appropriate to determine and resolve problems received from clients
  • Responds to support requests from service desk, users and other infrastructure teams
  • Performs upgrades as directed to ensure the longevity of equipment
  • Keep track of request and make sure they are implemented as planned
  • Participate in incident handling concerning desktop changes.
  • Participate in projects concerning bigger desktop changes, for example rollout of new antivirus.
  • Microsoft environment knowledge (desktop & server).
  • Have some level of technical understanding of the products building up a desktop service.
  • Experience from the desktop environment.
  • Ensures that computers connect seamlessly with diverse systems including validation systems, file servers, email servers, application servers and administrative systems.
  • Provide weekly reports
  • Implement best practices
  • Be the single point of contact with customer

Technical Requirements:             

  • ITIL V3 certified
  • Exposure on managing remote sites
  • Phone support experience necessary.
  • Technical helpdesk or technical call center experience is necessary.
  • Disciplined, systematic problem solving skills required.
  • Windows and Novell Operating systems
  • Clients: Windows7, Windows Vista, Windows XP, Windows 2000
  • Servers: Windows 2000, Windows 2003, Windows 2008,
  • Knowledge of Active Directory, Novell eDirectory, Lotus Notes and Exchange 2003/2007
  • ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio
  • Internet browsers (e.g. Explorer, Chrome, Firefox),
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and blackberry support
  • Apple Ipad Device support
  • Others: Adobe Acrobat and other common desktop applications like Winzip

Soft Skills:                                         

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills [B2 LEVEL]
  • Should have a great customer handling skills
  • Able to handle unforeseen situations
  • High level of acceptance
  • Can drive companies value and its methodology
  • Willing to work on rotating 24X7X365 shifts – No travel                 

Other Skills / Experience:                                      

  • Ability to successfully provide hardware/software/network problem analysis and resolution support over the phone.
  • Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.
  • Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.
  • Ability to learn new information quickly and the willingness to do so at all times.
  • Ability to work flexible hours from time to time to cover for other help desk staff and to be on call via pager during the week.
  • Customer Focus
  • Teamwork
  • Technical Expertise
  • Interpersonal Effectiveness
  • Concern for Order and Quality                                

Years of Experience:                                                                      

Total :  3-4 yrs of University education post High school (B.Sc. or Diploma)                    Relevant :   2 – 3+ years of help desk/desk side, customer service, and support experience with problem solving involving hardware,

Certification requirements :                                                                  

  • Preferred MCP/MSCE/MSCA or HDI CSS
  • ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem, and Change Management preferred

Education requirements:                                                                      

  • Two year associates degree in related field
  • Number of positions: 2, 150 Euro/day, 6 months contract.

If interested, please share your CV at