About the role
- MCP/MSCE/MSCA or HDI CSS ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem management
- Leading teams to provide technical assistance and supportrelated to computer systems, hardware, or software.
- Technical helpdesk and call center experience.
- Disciplined, problem solving approach towards customers and ability to guide team members
- Responds to queries either phone or email or in person, runbdiagnostic programs, isolate problem, and determine and implement solution.
- Write training manuals, train users, maintain reports, must have used incident tracking systems etc.
- Route problems to next level support. Good communication skills, documentation skills, ability to handle end users and unforeseen situations.
- Customer focus, technical expertise and team leader.