Service Desk Level 2

• Serve as the first point of contact for customers seeking technical assistance over the phone or chat
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

• Minimum of 3 years of experience in Service desk.
• Minimum of 2 years in supporting clinical IT desk.
• Should have excellent written and verbal English communication.
• Ready to work in 24*7 environment.
• Must have good technical and analytical skills.
• Phone support experience necessary.
• ITIL knowledge of V3 or V4. Especially on Service Desk, Incident, Problem, and Change Management
• Disciplined, systematic problem solving skills required.
• Hands-on work experience with the following:
  • Windows Operating systems
  • Clients: Windows7, Windows 10, Windows 11
  • Knowledge of Active Directory, Exchange and Teams
• ITSM ticketing tools Service Now
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists
• Remote desktop connectivity applications like SCCM, WebEx, Live Meeting, and Windows Native tools
• MS Office Suite (2016): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio.
• Internet/Edge browsers (e.g. Explorer, Chrome, Firefox).
• VPN and remote dial-in users
• Support for laptop, desktops, and printers
• PDA and MDM support
• Others: Adobe Acrobat and other common desktop applications like Winzip, etc

Last updated on Aug 10, 2023