Desktop Support-ISG 1

OBJECTIVE OF ROLE

We are looking for a dedicated professional to join our team on a full-time, 1-year contract basis. This is a fixed-term role with the expectation of working full-time hours throughout the contract period.

Responsibilities

• Should demonstrate good communication and interpersonal skills
• Must have sound troubleshooting knowledge of Operating systems (MS-Windows 10 & Mac Book)
• Should have sound knowledge of Email clients MS Outlook\Office 365\Thunderbird
• Should have fair knowledge of computer/Laptops/Printers/Scanners/peripheral troubleshooting
• Should have fair knowledge of Anti-Virus Clients, Internet proxy, patch management etc.
• Ensure desktop support internal processes and procedures are adhered to
• Manage incidents/service requests assigned to them till resolution/execution
• Handle end user’s escalation effectively and involve DSS lead accordingly
• Route assign tickets to appropriate support group if necessary
• Identifying and escalating high priority, high severity issues
• Updating pending tickets with timely, precise and accurate updates
• Following up with end users, if necessary, for closure of pending tickets
• Following up with support groups, if necessary, for closure of pending tickets
• Creating and uploading knowledge article in knowledge Management
• Provide support to projects and ensure all assigned projects deliverables are completed as per schedule
• Provide support to power users locally and remotely and resolve all issues on high priority
• Participate in creation of SIPs

KEY RESPONSIBILITIES

Requirements

• Fluent in English and Romanian languages is mandatory
• Min. 2 years’ experience in a similar role, ideally in an international environment
• Flexible, able to adapt to changing priorities
• Comfortable in a multi-cultural team environment
• This role requires Work From Office

EXPERIENCE

Requirements

• Fluent in English and Romanian languages is mandatory
• Min. 2 years’ experience in a similar role, ideally in an international environment
• Flexible, able to adapt to changing priorities
• Comfortable in a multi-cultural team environment
• This role requires Work From Office

QUALIFICATION

• Should demonstrate good communication and interpersonal skills
• Must have sound troubleshooting knowledge of Operating systems (MS-Windows 10 & Mac Book)
• Should have sound knowledge of Email clients MS Outlook\Office 365\Thunderbird
• Should have fair knowledge of computer/Laptops/Printers/Scanners/peripheral troubleshooting
• Should have fair knowledge of Anti-Virus Clients, Internet proxy, patch management etc.
• Ensure desktop support internal processes and procedures are adhered to
• Manage incidents/service requests assigned to them till resolution/execution
• Handle end user’s escalation effectively and involve DSS lead accordingly
• Route assign tickets to appropriate support group if necessary
• Identifying and escalating high priority, high severity issues
• Updating pending tickets with timely, precise and accurate updates
• Following up with end users, if necessary, for closure of pending tickets
• Following up with support groups, if necessary, for closure of pending tickets
• Creating and uploading knowledge article in knowledge Management
• Provide support to projects and ensure all assigned projects deliverables are completed as per schedule
• Provide support to power users locally and remotely and resolve all issues on high priority
• Participate in creation of SIPs
•  

ABILITIES

ABOUT US

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.

Established in 1998, with 100% focus on customer experience, IGT employs more than 20,000+ customer experience and technology specialists providing services to 75+ marquee customers globally. IGT’s global footprint consists of 23 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Indonesia, Spain, Colombia and the USA

EQUAL OPPORTUNITY DISCLAIMER

ADDRESS & LOCATION