ANALYST - HELP DESK - I.T. (HYDERABAD, BHAMBORE, SUKKUR)

General Purpose

The Helpdesk Agent is the first point of contact for the users who call IDS Service Desk. While providing the highest level of customer service, the Helpdesk Agent answers incoming calls, tracks all information in a call tracking system, uses a knowledge base tool along with their expertise to resolve tier 1 requests in a timely fashion. The Helpdesk Agent escalates unresolved problem/issues/requests to the proper tier 2 and 3 support team. Troubleshooting basic end user issues on various software applications, hardware, network and telecommunications systems and provide desktop support.

Job Responsibilities & Authorities

• Dealing with hardware and application support queries and issues reported to the service desk
• Take ownership and responsibility of an issues from start through to a successful resolution
• Support the troubleshooting of desktop computer, laptops, printers, multimedia, and cell phones.
• Troubleshooting of network connection problems
• IDS support on special meetings and events
• Install, test and configure new workstations, peripheral equipment and software
• Troubleshooting of UPS and power related issues
• Call center hardware monitoring and replacement
• Inspection of new IDS equipment
• Sending, receiving and inspection of IDS assets received or delivered through gate pass
• Perform software testing includes integration test with other systems
• Will be working in shifts to support 24×7 IDS Operations
• Communicates on project schedule with software development/implementation vendors and tracks progress of tasks vs. agreed schedule.
• Escalates issues that are adversely impacting the project schedule or deliverable completion to the project manager, IDS team and the concerned vendors.
• Keeps track of lessons learned and shares those lessons with project team members.
• Mitigates project team conflicts and communication problems.
• Manages day-to-day internal client interaction
• Communicates effectively with internal clients to identify needs and evaluate alternate business solutions.
• Manages effective relationship with external clients.
• Seeks and participates in development opportunities above and beyond training required.
• Suggests areas for improvement in internal processes along with possible solutions.
• Reviews project status reports and addresses issues as appropriate.
• Understands the importance of maintaining the physical and technical security and privacy of protected information

Competency Matrix

Technical Skills

• Excellent computer skills (MS Office)

Management Skills

• Communication Skills
• Interpersonal skills.
• Time Management skills

Key Attributes

• Should have positive attitude.
• Responsible towards the task.
• Cool tempered

Qualification: Bachelor’s or Master’s degree

Experience: 2-3 years

Age: Minimum 25 years

Training/Courses/Certification/Skills: A+, Microsoft Certifications are preferable.

Domicile: Sindh

Gender: Male / Female

Location: Hyderabad, Bhambore, Sukkur