2. Provide support for all IT related issues presented to the helpdesk.
3. Find solutions to all issues and escalate to 2nd line support where necessary.
4. Ensure all calls were being logged with adequate and concise information into the
helpdesk system for call tracking and problem management.
5. Escalate calls to the appropriate resolver group for further resolution, update
users accordingly and strictly ensure resolver group meets their SLA.
6. Escalate or communicate to respective parties on escalation process based on the
Problem & Escalation Management document.
Support process.
2. Sound Knowledge of Windows 2000 Platform
3. MCSE/CCNA would be preferred
4. Advanced knowledge in troubleshooting Windows Operating systems
5. Basic Networking Knowledge (OSI Layers / Subnets / Classes)
6. Troubleshooting Outlook & MS office Package
7. Excellent communicational skills.
8. Confident and self motivating attitude.
9. Candidates should be willing to work in 24*7 environment
