Job Description

:Should be able to work in rotational shifts.Duties and ResponsibilitiesAssist Global Service Desk (GSD) Engineers by providing First level support.
Identify and solve escalated problems related to computers, hardware, software and other
related items via research, vendor and customer interaction.
Provide accurate and complete descriptions of problems, inquiries and requests in a problem
management ticket.
Provide proactive Customer and GSD Management notification of problems.
Perform testing of system or application enhancements or modifications prior to the release for
users. Monitor and test fixes to ensure problems have been adequately resolved
Provide and participate in training required to develop and maintain skills necessary to support
end-users.
Access software updates, drivers, knowledge bases and frequently asked questions resources
on the internet to aid in problem resolution.
Produce and review documentation used to instruct end-users in the appropriate use of
company computers and related equipment.
Manage daily workload of the GSD organization.
Perform Quality Assurance Monitoring on Analysts and Engineers. Participates in the
development of Processes and Procedures for the GSD organization.
Knowledge, Skills & Competencies
Problem Solving
Result Orientation
Persuasiveness
Learning orientation
Desirable Experience & Skills
2+ Years in Information Security

Ciel HR