Technical Support - Help Desk

Technical Support - Help Desk

Advise and guide end users regarding the use of a broad range of products, tools and services within the IT domain. Follow a standard call flow and service request/incident handling processes: Verify entitlement, perform troubleshooting and problem determination. Resolve and close the ticket or route the ticket to the appropriate resolver team. Use technical resources and tools, answer end users' queries. Utilize their product, technology, services skills to identify issues which may be related to products' installation, updates, configuration, operation or performance.

Your Skills and Experience:

• English – reading, writing, speaking
• Bachelor's in computer science, Engineering, or related discipline with an IT certificate/diploma is preferred
• 1 to 3 years' experience as a technical service desk agent
• Worked as part of 7/24/365 global operations teams
• Excellent logical reasoning, troubleshooting and problem determination skills
• Knowledge and experience with Remote takeover tools
• Understanding of ITIL (IT Infrastructure Library)
• Experience with ServiceNow or similar Incident Management Tool
• Knowledge on handling Service Requests and Incidents
• Knowledge on Email tools like MS-Outlook and MS-Exchange
• Knowledge on Networking (VPN/Connectivity Issues), Internet Security
• Knowledge on Windows, Mac O/s (Basics), Android, iOS
• Knowledge on instant messaging tools like MS-Teams
• Working knowledge on O365
• Experience with working in a pharma/Biotech/GxP environment is preferred