Location
India | India
Job description
Job Summary:
We are looking for an energetic Helpdesk Officer to join our team. In this role, you'll work cross-functionally with business operations and to create and optimize workflow processes.
Responsibilities:
- Answer customer's calls raised to call center & Serve as the first point of contact for customers seeking technical assistance over the phone, email, or onsite visits.
- Register incidents and service requests, and effectively prioritise work to resolve within the agreed Service Level of Agreement.
- Perform onsite/remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and the details provided by the customers and Walk the customer through the problem-solving processes.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken through to the final resolution.
- Setup Cisco deskphones, audio conference phones and video endpoint devices. Troubleshoot connectivity problems.
- Setting up profiles, emails, and assigning access to Hikam's systems for new employees and assisting in all password-related issues.
- Support audiovisual systems in conference and multi-purpose rooms for scheduled meetings and events.
- Perform LAN troubleshooting and support before escalating to the second line of support.
- Provide customers with accurate information and train them on offered IT products and services.
- Take part in documenting helpdesk processes and procedures. Training manuals for new and revised software and hardware specs. Draft and revise users guides to share with customers.
- Setup and configure workstations (laptops, desktops, iPads) and other network devices (printers, scanner, photocopiers, Barcode scanners) according to the agreed standards.
- Maintain equipment and software to determine the efficiency and detect defects and malfunctions or other damage. Contact third party support to assist in resolving the problem.
- Take part in evaluating Hardware procurement offers and perform asset management on workstations levels.
- Familiar with the remote support tools (Remote Desktop, Teamviewer, Dameware,etc…)
- Maintain focus on data security, following compliance requirements, policies, and the environment best practices.
Qualifications:
- Officer will receive a high standard of on the job training, helping him/her to progress quickly with the working knowledge of their chosen field, the training will include the following areas:
- on Standard Operating Procedures (SOPs) & Policies.
- On-job Training (AD Users and Computers, Group Policies,SCCM Deployment Tool, Telephony Services, Wireless Services, Clients Procurement Guidelines, Configuration, and Maintenance (Desktops, Laptops, iPads, Printers, Scanners, Accessories).
- Handling and Management on Ivanti Service Management based on ITIL v3 Standards.
- year(s) of experience in Helpdesk, Call Center or related area. Experience in diagnosing and resolving hardware, software or connectivity problems with minimum delay is desirable.
- years of Helpdesk or Call Center experience in fast-paced environment with diverse systems and technologies.
System Soft Technologies is a proud equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, sexual orientation, or any other characteristic protected by law.
We are committed to the full inclusion of all qualified individuals. If you are an individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings or apply for a job on this site as a result of your disability. You can request reasonable accommodations by contacting us at [HIDDEN TEXT].
Job tags
Salary
