Role is:

• To provide 1st & 2nd line technical support; answering support queries via phone, email, Chat and Web
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Identifying the issue and categorizing / prioritizing the incident
• Referring KB for workaround / resolution and attempting resolution
• Strong interpersonal skills are a prerequisite.
• Ability to work effectively in a dispersed team and individually.
• Routing / Chasing of tickets with other resolver groups

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Requires similar experience that is tech support voice for international accounts in bpo setting. A six months IT service desk experience is a PLUS. Must have skills on Active Directory, Citrix, VPN, Servicenow and common hardware/software troubleshooting.