Location
Chennai | India
Job description
Skill – Service Desk
Level - A
Location - Chennai
Notice period – Immediate to short joiners only (Strictly no long NP profiles.) Ensure The Candidates Are Good At Communication Skills. Service Desk Technician Roles & Responsibilities - Answer End user calls and make outbound calls for incident follow up
- Provide First level resolution
- Ticket Creation/Categorization/Prioritization
- Ticket escalation to respective Support Group
- Incident Resolution and recovery
- Ticket Closure and follow-up on aging or open tickets
- Undergo training based on project requirements
- Ability to adhere to Shift schedule
Experience Experience in 24x7 operations (Candidates earlier worked in International Contact/Call Centers in a voice support process is preferred/must).
Desired Skills - Work experience in supporting service desk or support center for manufacturing plant IT users and corporate support
- Good communication skills and customer management experience
- Good Analytical & Coordination skills
- Excellent Customer Service skills
- Good understanding of Computers and technical Troubleshooting skills
- Good interpersonal skills
- Excellent Soft skills for handling Voice, Email & Chat transactions
- Strong multitasking skills handling voice calls and document records at the same time
- Collaborate with Team Leads in terms of Service Outages
- Good experience working with Computer hardware
- Excellent knowledge on Windows Operating system
- Good understanding of Microsoft Office suite
- Critical Situation management
- Understanding of Total Case Ownership
Technical Skills - Preferable experience in managing a team that supports IT hardware, IT Equipment Refresh, new application rollout support, printers, scanners, Displays, plant level software support etc.,
- Troubleshooting skills on desktop and shrink-wrapped applications(MS office, Adobe etc)
- Troubleshooting skills on network connectivity, dial up and wireless systems
- Knowledge on active directory, domain controllers etc.
- Exposure to password reset tools
- Troubleshooting experience using remote control tools
- Trouble shooting skills and experience in handling Exchange(Outlook)/Lotus Notes environment
- Understanding of Desktop and Mobile Applications
- Understanding of Computer Networking and Internet
- Configuring Small Office and Home Office networks
- Knowledge/exposure on ticketing tools like ServiceNow, Remedy, Siebel, Clarify, CA helpdesk, VNC, ControlF1, Dame Ware, Net meeting, Microsoft Share point etc
- Good communication skills and customer management experience
- Work experience with Global clients
- Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
- Willing to work in 24x7 environment
- Understanding Contact/call center metrics
Job tags
Salary
