Senior IT Support / Help Desk

Skills

· Manage Helpdesk processes and teams

· Comply and over a period of time Helpdesk Processes

· Quantitatively driving Helpdesk personnel performance management

· Qualitatively managing Helpdesk personnel work satisfaction and control

· Supporting client’s staff and other users in using SoftTech Applications troubleshooting as required.

· Assisting helpdesk staff to responding to queries via chat, email, or phone.

· Training staff members on troubleshooting and diagnosing problems.

· Diagnosing system errors and other issues when and if escalated.

· Following up with customers to ensure full resolution of issues on a periodic basis.

· Requesting feedback and/or monitoring calls and other methods of correspondence to improve Helpdesk methods.

· Running reports to analyze common complaints and problems.

· Remotely accessing hardware or software for clients to make changes and fix problems.

· Must be from Call based Software Application support system and not any other field of Support Desk.

· Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience.

· Customer Service Skills.

· Hands-on experience and deep understanding of software application or products Helpdesk.

· Experience in Computer O/S and how to Troubleshoot Problems.

· Helpdesk Process Management.

· Helpdesk Team Management.

· Target centric performer.

· SLA Management.

· Quantitative Reporting Systems understanding.

· Offer support and technical assistance to customers who are using software, hardware, or other computer systems

· Post Go Live Customer queries & support

· Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems

· Support clients needing help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers

· Provide advice or involve in troubleshooting themselves if required

· Thorough knowledge of software, hardware, or programs support processes

· Typically, has risen from the level of a hands-on Call / Remote based Support Engineer to Management Level

· Co-ordination will all stake holders

· Any other required tasks