Enterprise Support- Desk

Published Date: 2023-06-20
Application Deadine: 2023-06-26

Number of Vacancy(ies): 2
Qualification: Most preferably IT qualified graduate
Experience: 1 year experience in IT field or related field
Contract of Employment: Full-time
Job Location: Head Office- Jawalakhel, Lalitpur

Skills and Knowledge:
  • The ability to think logically
  • A good memory of how software and operating systems work
  • Excellent listening and questioning skills, combined with
  • The ability to interact confidently with clients to establish what the problem is and explain the solution the ability to work well in a team
  • Problem solving skills
  • A strong customer focus
  • The ability to prioritize your workload
  • Attention to detail.
Job Duties & Responsibilities:
  • AGENT are mainly responsible for reporting the enterprise/reseller support tickets on daily basis. AGENT shall be responsible for containing and corresponding with all the enterprise/reseller client ticket of the day and provide update to clients.
  • The AGENT shall ensure that all enterprise/reseller support tickets are accounted for the day. All enterprise/reseller support tickets shall be properly diagnosed with proper solutions. Upon any exceptions the clients shall be informed and escalated to concerned departments.
  • Monitor and maintain company/customer SLA.
  • Talk to staff or clients through a series of actions, either face-to-face or over the phone, to help set up internet systems or resolve issues or provide solutions
  • Troubleshoot system and network problems, diagnosing and solving hardware, internet or software faults remotely and escalate to field agents if further visit is required.
  • Provide support, including procedural documentation and relevant reports
  • Follow diagrams and written instructions to repair a fault or set up a system
  • Support the roll-out of new applications
  • Work continuously on a task until completion (or referral to third parties, if appropriate)
  • Prioritize and manage many open cases at one time
  • Rapidly establish a good working relationship with customers and other professionals, such as software developers
  • Test and evaluate new technology
  • Provide monthly report on works done.