• Exceptional communication and customer handling skills

• Experience working with ticketing system.

• Strong analytical skills and quality conscious

• Should work in 24/7 rotational shift timing

• Should resolve technical problem (over a phone/Chat or remote systems support)

• Basic Understanding of Windows XP/Win 7.

• Basic Understanding of Email configuration and support on MS office tools.

• VPN troubleshooting and Incident Management.

• Basic Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)

• Basic Understanding of Network Concepts

• Basic Understanding of AD

• Basic Understanding of troubleshooting Mobile Devices

• Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions

• Follow the escalation process

• Follow the shift hand-over process

• Update work logs

• Update the knowledge base

• Coaching fresher’s to be independent

• Coaching analysts for correct routing of tickets, capturing critical information

• Technically upgrade across versions of environment when required

• Adhere to organization policies and procedures

At least 6 months of helpdesk experience (PC troubleshooting)

John Leonardo

973-939-0171

Helpdesk Analyst L1

Job Description