Job Qualifications:

Candidate must have excellent English communication skills.
Candidate must have a Bachelor's/College Degree in any field.
At least 6 months of Service Desk, Helpdesk, Technical Support experience is required.
Strong team player
Must be able to demonstrate strong problem-solving skills
ITIL certification is an advantage

Job Responsibilities

:Troubleshoots hardware, software, and network operating problems via phone and involves technical resources to ensure resolution
.Applies understanding and knowledge of information systems products and services to assist users
.Identifies, investigates, and researches user questions and problems, as well as isolates and resolves information systems issues
.Coordinates referrals to appropriate technical, professional, or service personnel
.Receives and prioritizes issues and forwards them using appropriate escalation procedures
.Provides functional or task leadership
.Coordinates special projects and system upgrades
.Briefs customers and/or management on the status of resolution efforts
.Serves as a technical advisor to users with complex system issues by resolving them or conferring with technical personnel
.Recommends system or process improvements, including procedures, training, and enhanced documentation
.May provide occasional functional and technical guidance to less experienced staff
.Oversees and coordinates with the quick-response customer support team and interfaces with clients (over the phone or other support channels) to troubleshoot, analyze, and diagnose complex issues, engaging appropriate technical resources to resolve them
.Works under limited supervision to provide prompt and professional Help Desk service through the quick processing and prioritization of a variety of problems
.Performs other duties as assigned

.

Service Desk Specialist