SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

NA

Skill Requirements

Where SOP is not available/updated think out of the box coordinate with concerned L2 to get the KBs created/updated, search online Create and maintain documentation of procedures, tip sheets and other documentation as needed to provide efficient communication. Make decisions related to user queries in the absence of a supervisor Experienced in resolving end user incidents and requests within agreed Service Level for First Call Resolution Close the ticket with user confirmation when users are satisfied with the solution provided Document notes in each ticket or update worklogs correctly

Other Requirements

Proper Categorization of tickets as per CTI Ensures Incidents and Service Requests are properly escalated and assigned to the appropriate support groups Maintains ownership of Incidents or Service Request, ensuring status update and resolution according to SLAs Follow the escalation process Provide input to Service Desk Management regarding Continuous Improvement opportunities Follow the shift hand-over process Achieve the targets which are set based on the standard KPI/Customer Metrics Adheres to the organization’s internal policies and procedures including shift schedule Can drive company value and its methodology Complies to regulatory requirements

MUST Have have Good English Communication and Conversation Skills (Verbal and Written) MUST have a Great Customer Handling Skills Good Probing Skills and demonstrated Empathy skills Customer Service Orientated Highly self-motivated and directed Capable of Multitasking in a high pace environment, effectively and efficiently Ability to learn new information quickly and the willingness to always do so

Technical Knowledge & Skills\\r\\nKnowledge in Desktop and Application support troubleshooting\\r\\nRemote Desktop Support\\r\\nNetworking concepts\\r\\nWindows Operating System\\r\\nMs Office Products\\r\\nSecurity Authentication - Cisco DUO, Google Authenticator, RSA SecurIDs\\r\\nOthers: Adobe Acrobat and other common desktop applications\\r\\nITSM Tool experience - Service Now\\r\\nVPN (Cisco AnyConnect, Global Protect)

Build rapport and elicit issue details from end users Ability to absorb and retain information quickly Able to make sound decisions and work with minimal supervision Excellent interpersonal skills to foster cooperation among users, support teams and peers Create Incident or Service Request tickets, logging all pertinent Information Utilize the Knowledgebase/SOPs to respond accurately and effectively to requests or issue

3.73.7 out of 5 stars United States From $78,000 a year