Service Desk Level 2

2 weeks ago


Cary, United States eTeam Full time
Essential Duties and Responsibilities
  • Serve as the first point of contact for customers seeking technical assistance over the phone or chat
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures

Requirement and desired skills.
  • Minimum of 3 years of experience in Service desk.
  • Minimum of 2 years in supporting clinical IT desk.
  • Should have excellent written and verbal English communication.
  • Ready to work in 24*7 environment.
  • Must have good technical and analytical skills.
  • Phone support experience necessary.
  • ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management
  • Disciplined, systematic problem solving skills required.
  • Hands-on work experience with the following:
    • Windows Operating systems
    • Clients: Windows7, Windows 10, Windows 11
    • Knowledge of Active Directory, Exchange and Teams
  • ITSM ticketing tools Service Now
  • User account creation for Active Directory, Exchange Mailboxes, Distribution lists
  • Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools
  • MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
  • Internet/Edge browsers (e.g. Explorer, Chrome, Firefox).
  • VPN and remote dial-in users
  • Support for laptop, desktops, and printers
  • PDA and MDM support
  • Others: Adobe Acrobat and other common desktop applications like Winzip, etc

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