• MCP/MSCE/MSCA or HDI CSS ITIL knowledge of V2 or V3 especially on Service Desk, Incident, Problem management • Leading teams to provide technical assistance and supportrelated to computer systems, hardware, or software. • Technical helpdesk and call center experience. • Disciplined, problem solving approach towards customers and ability to guide team members • Responds to queries either phone or email or in person, runbdiagnostic programs, isolate problem, and determine and implement solution. • Write training manuals, train users, maintain reports, must have used incident tracking systems etc. • Route problems to next level support. Good communication skills, documentation skills, ability to handle end users and unforeseen situations. • Customer focus, technical expertise and team leader.