Job Description

Abhidi, a top-tier, full-service IT partner, is dedicated to collaborating with industry leaders across a spectrum of sectors, including Financial Services, Technology, Communications & Media, Manufacturing & Retail, Energy, Utilities, and more. Our core mission is to facilitate organisations in optimising their operational efficiency by taking the responsibility for their hiring prerequisites. We excel at placing skilled IT professionals strategically to meet our clients\' staffing needs in the APAC region. Our unwavering commitment is to consistently deliver on commitments and exceed client\xe2\x80\x99s expectations by addressing organisations\' business-specific needs using our superior technical expertise and world-class infrastructure.Moreover, we take pride in helping our candidates achieve their dreams of landing highly desired IT roles. Whether guiding seasoned experts to enticing opportunities in APAC nations or offering comprehensive relocation support, we are steadfast in our commitment. Abhidi Solution is resolute in its ambition to be the preferred destination for top-tier IT talent, seamlessly enabling their integration into leading IT organisations.Forge a partnership with Abhidi, where we empower both organisations and individuals to unlock their fullest potential in the ever-evolving IT realm.The Role

• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer\xe2\x80\x99s end users Handle calls, Chats, emails, self support portal tickets from end users.
• Provide VIP support.
• Route problems to internal 2nd and 3rd level IT support staff.
• Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumventions.
• Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs
• Perform user account management activities
• Escalate complex problem to appropriate support specialists
• Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications)
• Troubleshoot client software and basic network connectivity problems
• Identify, evaluate and prioritize customer problems and complaints
• May train users and operators on a limited basis and/or may write training procedures
• Participate in on-going training and departmental development
• Routine maintenance updates with other IT staff and business units
• Provide all required documentation including standards, configurations and diagrams
• Provide knowledge transfer of EUC operations

Ideal ProfileTechnical Requirements\xc2\xb7 Phone support experience necessary.\xc2\xb7 Technical helpdesk or technical call center experience is necessary.\xc2\xb7 Disciplined, systematic problem solving skills required.\xc2\xb7 Hands-on work experience with the following:\xc2\xb7 Windows Operating systems\xc2\xb7 Clients: Windows7, Windows Vista, Windows XP, Windows 2000\xc2\xb7 Servers: Windows 2000, Windows 2003, Windows 2008,\xc2\xb7 Knowledge of Active Directory, Exchange 2003/2007\xc2\xb7 ITSM ticketing tools such as Remedy, HP Service Center, Peregrine Service Center\xc2\xb7 User account creation for Active Directory, Exchange Mailboxes, Distribution lists\xc2\xb7 Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and Windows Native tools\xc2\xb7 MS Office Suite (XP, 2003, 2007): MS-Word, MS-Excel, MS-PowerPoint, MS-Outlook, MS Project, and MS Visio\xc2\xb7 Internet browsers (e.g. Explorer, Chrome, Firefox),\xc2\xb7 VPN and remote dial-in users\xc2\xb7 Support for laptop, desktops, and printers\xc2\xb7 PDA and blackberry support\xc2\xb7 Others: Adobe Acrobat and other common desktop applications like Winzip, etcYou possess a Degree/Diploma in Computer Science, Engineering or related field.

• You have at least 1 year experience, ideally within a Helpdesk / Technical Support role.
• You have excellent communication and interpersonal skills.
• You are highly goal driven and work well in fast paced environments
• You are a strong team player who can manage multiple stakeholders
• You are adaptable and thrive in changing environments

What\'s on Offer?

• Opportunity to make a positive impact
• Excellent career development opportunities
• Flexible working options

Abhidi Solution