Helpdesk Desktop Support – Day 1

Typical IT structure in a small company:
Network Engineer-cisco
Microsoft IT Administrator – 2003/2008/2012
Desktop Support Local Jr. IT Specialist

IT Specialists work with the customers over the phone through email or face to face. It is IT specialist’s job to walk the person through the steps to fix their computer problems. IT specialists may also teach people how to use certain computer programs. They generally work 40 hours a week which can include nights and weekends or be on call. IT specialists work for a variety of business, including schools, government offices and nonprofit organizations.

Skills you need:
-experience with computers is an ovbious skills
needs to have great customer service skills

How to pass Customer Service Interviews:
Be prepared and give example.
What are they looking for?
-Be polite, respectful and in depth knowledge of customer service and experience.
-Give example of exceptional customer service
-If no experience, tell them what you would do in that scenario

Why have a Customer Service review?
-specialised role that involves interaction with customers and clients. learn about the company.
-they are looking for technical knowledge
-face-to-face element is crucial to assess your manner and personality, telephone element when talking to customers
-You may have to undertake a telephone interview first
-How you present yourself is very important
-Always focus on delivering a high level of customer service
-dress smart and professional
-assessment of your skills, motivations and knowledge

Purpose of your job
To work as a part of a team delivering a first class, professional customer service, using a range of communication methods, to ensure that where possible customer enquiries, payments and complaints are resolved at the first point of contact.

Sample

Company A, is looking for a Technical Support / Help Desk Specialist .We’re looking for a mid-level IT professional with Sales and Office skills that include order processing customer relations as well as offering support to internal staff as well as liaising with our international organization. If you are an experienced Technical Support / Help Desk Specialist.

Please attach your resume and contact details for possible telephone interviews.

JOB REQUIREMENTS:
– Troubleshoot and resolve technical problems relating to hardware, software, printers, phones and other computer issues
– Act as the first level help desk support. Proactively monitor workstations.
– Maintain and manage software licenses and contracts
– Assist with order processing, quotations and other sales related functions
– Document and follow through on assigned tasks to ensure timely resolution
– Ensure strict confidentiality of client records
– Research and resolve detected issues, ask or route them to experts or other departments if needed
– Provide application support for Microsoft Office and other internally developed applications
– Miscellaneous IT tasks and duties, as required

QUALIFICATIONS:
– Two or more years of demonstrated working knowledge and hands-on support of Windows 7/8, and Mac OSX in an – —- Active Directory domain environment
– Requires demonstrated knowledge of Microsoft Office Suite applications
– Experience in supporting mobile emails, and remote technical assistance
– Must be a self-starter without supervising; be able to work independently with proven technical and leadership skills.
– Customer service focused attitude
– Dedicated, proactive, detail-oriented, responsible with a strong sense of urgency

SUMMARY
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
PRIMARY RESPONSIBILITIES
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person or over the phone.
Write training manuals.
Train computer users.
Maintain daily performance of computer systems.
Respond to email messages for customers seeking help.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Run reports to determine malfunctions that continue to occur.

Job Title
Network Support Engineer (CCNA Certified)
Job Description
Accenture Network Engineering Support Services will access business or project applications and systems to perform Production Operations, which includes the following functions:

• Prepare moderate to complex network designs/ schematics to address specific customer network solution requirements
• Prepare work orders containing instructions to be used by technicians to configure network hardware and software
• Work with customer technical teams to provide solutions for customers’ inter-networking communications requirements
• Configure WAN/ LAN/ WLAN equipment in a complex environment
• Troubleshoot WAN/ LAN/ WLAN network and non-documented customer equipment issues
• Document Incident management tickets
• Leverage ITIL processes that specifically include Incident, Change and Problem management
• Support router/ switch network hardware/ software upgrades
• Responsible in leading and executing change orders
Required Qualification:
– Bachelors degree holder
– Must have at least 2 years experience in an IT related capacity
– Bachelors degree holder
– Must have at least 2 years experience in an IT related capacity
– With solid understanding of networking technologies including but not limited to Network Accelerators, Firewalls, Load Balancers
– Knowledge of wide number of routing protocols and transport technologies, including but not limited to
1. Border Gateway Protocol – BGP
2. Enhanced Interior Gateway Routing Protocol – EIGRP
3. Routing Information Protocol -RIP
4. IP Virtual Private Network -IPVPN
5. Multiprotocol Label Switching -MPLS
6. Frame Relay or Asynchronous Transfer Mode -FR or ATM
– Knowledge in OSPF -Open Shortest Path First and IPSEC – IP Security Protocol are a plus
– Should be CCNA Certified and willing to go on a permanent night shift
– Good communication skills
– Must be able to work and foster a team oriented workplace and assist others if needed
– Must have a leadership and decision making skills
Career Track:
Client Delivery & Operations
Talent Segment:
IT Operations

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