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Secunderabad, Telangana
Job Code:
  • HR
  • IT
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Job Details

ResponsibilitiesLeading and supervising a team of Technical Support Specialists / Analysts to provide first level support and Incident Management services according to SLA's.?Responsibility for recruitment, performance management and development of the team.?Strong customer service skills and proactive, customer focused attitudeMaintain daily, weekly, monthly and annual data for each team member and actively giving inputs during the annual appraisal of team members.Process Champion. Impart training to New hires and conduct regular process refresher trainings for the team.Tests, troubleshoots, repair, and maintains personal computers and systems, printers, related hardware and software over the phone.Acts as a point of focus for the company for all IT desktop support issues.Maintains data / records to track desktop related issues and inventory.Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers, administrative systems, & phone system.Responds to end-user and/or tickets inquiries/calls for assistance.Monitors the Helpdesk / Service Center system and respond appropriately and timely to tickets.Provides general desktop support to internal customers visiting onsite, ensuring proper network connectivity regardless of system/OS.Performs hardware analysis to diagnose issue or identify sources of performance degradation.Participates in desktop and infrastructure upgrade projects.Produces and shares well-written communications and documentationReviews and updates documentation existing in enterprise knowledge base.Participate in installations and upgrades of recommended hardware and/or software in a manner that is timely and non-disruptive to end-user departments.Maintains licensing, software and hardware inventory for all personal computers.Participates in creating and publishing new documentation pertaining to previously undiscovered software/hardware issues and/or specific Operating issues in enterprise knowlJOB REQUIREMENTSCertifications / Education Degree or equivalent, equivalent experience in information systems. Industry standards certification preferred.Professional Experience Professional Experience Experience of working within teams. Experience of resolving day to day incidents and requests & providing technical fixes to IT Services.Experience of working within teams. Experience of working with a request incident/problem/change management system.Some work experience with desktop and mobile support, installations, and upgrades Experience supporting remotely located end users and an understanding of the impact of technology
Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 2-6


Customer Support | H/W Installation/Maintenance | Hardware Design
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