ROLE AND RESPONSIBILITIES.

• installing and configuring computer hardware operating systems and applications;
• monitoring and maintaining computer systems and networks;
• talking staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues;
• troubleshooting system and network problems and diagnosing and solving hardware or software faults;
• replacing parts as required;
• providing support, including procedural documentation and relevant reports;
• following diagrams and written instructions to repair a fault or set up a system;
• supporting the roll-out of new applications;
• setting up new users' accounts and profiles and dealing with password issues;
• responding within agreed time limits to call-outs;
• working continuously on a task until completion (or referral to third parties, if appropriate);
• prioritizing and managing many open cases at one time;
• rapidly establishing a good working relationship with customers and other professionals, e.g., software developers;
• testing and evaluating new technology;
• conducting electrical safety checks on computer equipment.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

1. Minimum Bachelor’s degree
2. Additional Professional courses would be preferred

PHYSICAL DEMANDS AND WORK ENVIRONMENT

1. Extensive sitting at several occasions and should be flexible in timings

PREFERRED SKILLS

1. Should be proficient in Excel, MS Office and relevant call center related applications / programs
2. Customer Services/ Quality Assurance Background would be preferred
3. Good analytical skills
4. Excellent listening skills
5. Quality & Customer Focus, Phone Skills, Good Verbal & written Communication
6. Objectivity
7. Dependability
8. Multi-tasking