Role and Responsibility:

• Provide 1st level desktop support mainly for DHL employees in IT Services Chennai.
• Commit to the incident and standard request tickets and resolve according to SLA.
• Responsibilities include the installation and upgrading.
• Ensure the team meets SLA for incidents and standard requests.
• Ensure service calls are addressed and resolved promptly.
• Provide 1st level desktop support mainly for IT Services Chennai.
• Diagnose & troubleshoot on HP/Dell Notebooks/ Desktops hardware issues & liaise with Hewlett Packard or Dell vendors for new hardware parts replacement if found faulty.
• Perform Installation & Troubleshooting on MS Windows 10, Desktop issues, MS Office 20160/Office365.
• Ensure the team meets SLA for incidents and standard requests.
• Ensure service calls are addressed and resolved promptly.
• Deliver agreed SLA and high availability.

Education and Skills :

• Knowledge on performing desktop support for DELL & HP products.
• Knowledge in Microsoft Windows 10 and Microsoft Office 2016/365.
• CompTIA A+ Certification (IT technician) in above mentioned platforms would be an advantage.
• Bachelor of Computer Science graduate or IT related discipline is an advantage.
• Sound knowledge of troubleshooting processes and methodology.
• Must possess team spirit; foster openness.
• Must have good verbal and written communication skills.
• May require participation in 24 x 7 on-call rotation.
• Good communication skills and able to interact with people of different cultures and backgrounds.
• Solid grasp in customer focus – to earn the respect of customers by clearly demonstrating that the needs of the customer have a high priority and reacts positively to their feedback.
• Good in initiative – frequently takes actions and anticipates opportunities within a prescribed area.
• Good attitude and responsive behavior.
• Preferably with working experience in international and multi-cultural environment.
• Bachelor of Computer Science graduate or IT related discipline.
• CompTIA A+ Certification (IT technician) in above mentioned platforms would be an advantage.

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