Administrator (Support & Operations)

Job Summary

Direct Face-to-Face customer support for corporate issued desktop, laptop, and mobile devices as well as telecom services, email services, and all Digital Worker provided services. Provide walk-up and Deskside support for a given coverage area.

To independently resolve tickets, provide on call support and doing root cause analysis to ensure positive customer feedback.

Key Responsibilities

Respond to user inquiries: Address hardware, software, and networking issues. Set up equipment: Install cables, operating systems, and software. Troubleshoot problems: Diagnose and resolve technical issues. Provide technical support: Assist users with software and hardware installation. Conduct remote troubleshooting: Resolve issues without being on-site. Maintain records: Document technical issues and solutions. Update systems: Install software updates and patches. Customer service: Ensure prompt and accurate support to increase client satisfaction.

1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for on call escalations and doing root cause analysis of given issue.
3. Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts.
4. To independently resolve tickets within agreed SLA of ticket volume and time.
5. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases.

Skill Requirements

Technical skills: Hands-on experience with Windows, Linux and Mac OS is must. Knowledge: Familiarity with office products, computer peripherals, network security practices, and anti-virus programs. Problem-solving skills: Ability to troubleshoot and provide clear instructions. Customer-oriented attitude: Excellent communication and multitasking skills. Education: A degree in Computer Science or a related field is preferred.

Other Requirements

Good communications