Technical Support Executive and Desktop support

Day to day troubleshooting for Incidents & Problems reported by users and timely update in the ticket logging tool Troubleshooting desktop / laptop OS issues Installation / re-installation / configuration of systems, printers, scanners Installation/re-installation/configuration of software/applications Installation / configuration of e-mail client Troubleshooting of e-mail client related issues Troubleshooting printer / scanner related issues Install antivirus software and check virus definition auto updates on desktops / laptops which have failed automatic update Install approved patches onto desktops / laptops which have failed automatic update Remove virus from respective desktop / laptop Handle IMAC's (pre-approved, low impact Install, Move, Add and Change) OS builds from image Problem solving Capability in IBM, HP and Dell and other vendors laptop/ desktop Hardware Ability to quickly analyze & diagnose technical problems Independently generates solutions based on analytical technical skills and business knowledge Mentor and train other team members Problem determination and resolution within SLA's Should be able to Perform Root Cause Analysis for the incidents Handle technical escalations Ability to acquire; new skills & keep them updated Work with Local & Global Teams Proactive and clear communication skills Quality and Process Knowledge Should be good in client communication skills