Junior/ Senior IT Helpdesk
Experience: 3 to 8 yrs.
Qualification: Must have a bachelors degree in IT related field
Knowledge Skills and Experience:3-10 years
Must have excellent windows desktop support experience with excellent communication skills
Must be customer oriented and should have hands on experience of supporting business users for various IT services and applications.
Must also have experience of working on, and supporting any helpdesk ticketing solution.
Good knowledge of IT security, controls & Networks infrastructure, with some IT planning experience.
Certifications like MCSE, MCITP, MCM, MCSM
Roles and Responsibilities
Plans, develops and coordinates changes or enhancements to the help desk software as needed.
Develops and implements methods of monitoring customer service and receiving feedback from customers including monitoring calls to ensure they are being handled in a professional and efficient manner, performing follow up calls on completed work orders and compiling reports on customer service feedback surveys.
Monitors & tracks turnaround time for all work orders, interpersonal
communication with clients, accuracy of technical assistance provided and proper closure/escalation of calls referred to other areas.
Plans, implements, and monitors the workflow process to escalate support calls.
Assists in daily operation of the help desk, which includes, but is not limited to:
resolving service requests through hands-on work with PCs, laptops, printers,
handheld devices, servers and all other associated computer peripherals and
software.
Provides guidance to lower level technician in the resolution of customer service and technical problems using the proper implementation and interpretation of procedures.
Assists with the creation of standard desktop/laptop software images.
Assists in the planning, coordination and implementation of Active directory design and group policy implementation.
Implements a schedule to ensure appropriate coverage of help desk during normal business hours.
Performs special projects and related work as required.
Knowledge Skills and Experience:3-10 years
Must have excellent windows desktop support experience with excellent communication skills
Must be customer oriented and should have hands on experience of supporting business users for various IT services and applications.
Must also have experience of working on, and supporting any helpdesk ticketing solution.
Good knowledge of IT security, controls & Networks infrastructure, with some IT planning experience.
Certifications like MCSE, MCITP, MCM, MCSM
Roles and Responsibilities
Plans, develops and coordinates changes or enhancements to the help desk software as needed.
Develops and implements methods of monitoring customer service and receiving feedback from customers including monitoring calls to ensure they are being handled in a professional and efficient manner, performing follow up calls on completed work orders and compiling reports on customer service feedback surveys.
Monitors & tracks turnaround time for all work orders, interpersonal
communication with clients, accuracy of technical assistance provided and proper closure/escalation of calls referred to other areas.
Plans, implements, and monitors the workflow process to escalate support calls.
Assists in daily operation of the help desk, which includes, but is not limited to:
resolving service requests through hands-on work with PCs, laptops, printers,
handheld devices, servers and all other associated computer peripherals and
software.
Provides guidance to lower level technician in the resolution of customer service and technical problems using the proper implementation and interpretation of procedures.
Assists with the creation of standard desktop/laptop software images.
Assists in the planning, coordination and implementation of Active directory design and group policy implementation.
Implements a schedule to ensure appropriate coverage of help desk during normal business hours.
Performs special projects and related work as required.
Junior/ Senior Database Administration
Experience: 3 to 8 yrs.
Roles and Responsibilities
Provide day-to-day administration of middleware technologies in support of enterprise business systems including operating systems (UNIX, LINUX, MS Windows) and databases (Oracle and MS SQL Server, SAP DB).
Monitor activity logs to ensure optimum performance and, where necessary, fine tunes to maintain optimal response.
Ensure changes to any database application are reflected in the Disaster recovery systems.
Investigate and resolve issues and problems related to databases in The environment.
Provide support to the Applications section by providing technical support for server components of enterprise applications and interfaces.
Support in implementation of industry best practices to secure corporate databases.
Develop maintenance plans to ensure the environment is running optimally.
Seek cost effective use of new technologies to enhance services.
Coordinate with business groups to plan maintenance cycles and upgrades.
Support Business Continuity Plan team by identifying and implementing disaster recovery infrastructure and procedures.
Provide day-to-day administration of middleware technologies in support of enterprise business systems including operating systems (UNIX, LINUX, MS Windows) and databases (Oracle and MS SQL Server, SAP DB).
Monitor activity logs to ensure optimum performance and, where necessary, fine tunes to maintain optimal response.
Ensure changes to any database application are reflected in the Disaster recovery systems.
Investigate and resolve issues and problems related to databases in The environment.
Provide support to the Applications section by providing technical support for server components of enterprise applications and interfaces.
Support in implementation of industry best practices to secure corporate databases.
Develop maintenance plans to ensure the environment is running optimally.
Seek cost effective use of new technologies to enhance services.
Coordinate with business groups to plan maintenance cycles and upgrades.
Support Business Continuity Plan team by identifying and implementing disaster recovery infrastructure and procedures.
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