Senior Administrator - English, Arabic, Microsoft Windows
HCLTech
Job Summary
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal & external staff via telephone, email or chat. Able to recognize situational trends and call team and management attention to them 1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers Troubleshoot basic network and VPN issues Escalate unresolved calls to next level Log all calls in the Service Desk Call Logging system Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Provide supporting stats for the weekly Service Desk report on call trends Generating support documentation to assist staff with requests for information & provide input for staff training as required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distrib
Key Responsibilities
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal & external staff via telephone, email or chat. Able to recognize situational trends and call team and management attention to them 1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers Troubleshoot basic network and VPN issues Escalate unresolved calls to next level Log all calls in the Service Desk Call Logging system Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Provide supporting stats for the weekly Service Desk report on call trends Generating support documentation to assist staff with requests for information & provide input for staff training as required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distrib
Skill Requirements
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal & external staff via telephone, email or chat. Able to recognize situational trends and call team and management attention to them 1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers Troubleshoot basic network and VPN issues Escalate unresolved calls to next level Log all calls in the Service Desk Call Logging system Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Provide supporting stats for the weekly Service Desk report on call trends Generating support documentation to assist staff with requests for information & provide input for staff training as required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distrib
Other Requirements
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries Receiving, logging and managing calls from internal & external staff via telephone, email or chat. Able to recognize situational trends and call team and management attention to them 1st line support - troubleshooting of IT related problems for software/hardware, such as BlackBerrys, IPAD, Laptops, PCs and Printers Troubleshoot basic network and VPN issues Escalate unresolved calls to next level Log all calls in the Service Desk Call Logging system Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner To maintain a high degree of customer service for all support queries and adhere to all service management principles Basic knowledge and troubleshooting skills for MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) Provide supporting stats for the weekly Service Desk report on call trends Generating support documentation to assist staff with requests for information & provide input for staff training as required Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups, creating Distrib
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