Voice Call Handling:Good knowledge of handing voice calls.
Email Communication:Good email writing skills
Infrastructure Monitoring:Good understanding of Infrastructure components and respective alerts.
Exchange: Knowledge on functioning and configuration of Microsoft Exchange client.
AD:Knowledge on - Active directory, Proxy, DNS, Group Policy.
Network:Knowledge on – LAN setup, basic routing and switching, passive networking.
Desktop Security:Knowledge on – Antivirus deployment and update, patch management, monitoring and reporting.
Desktop, Laptop, Handheld devices:Knowledge on – build management, OS deployment, common application installation and troubleshooting, Hardware knowledge.
Printers:Hands on experience on managing printers (Local & Network printers).
Tools :Hand on experience on ITSM tools like HPSM, BMC Remedy, Monitoring Tools.
ITIL: Knowledge of ITIL processes and procedures like – Incident, Service request fulfilment, Change, Problem etc
KM :Knowledge management understanding, review and create new knowledge articles.
MS Office:Good / excellent knowledge for support of MS Office and standard software
Windows & Smartphones:Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)
O365: Understanding of Microsoft Office (e.g. Office 365)
Lotus Notes:Lotus Notes client support, Messaging support (e.g. Lotus Notes, Exchange)
Order management:Ready-to-use knowledge about Ordering processes. Ready-to-use knowledge about ordering portals.
Mobile Services: Extended troubleshooting of mobile devices and Apps.
Telecommunication Services:Troubleshooting, Support and Order management for landline and mobile phone.
Interacting experience with senior level management