Ixora Global Services Private Limited
Location
Gurgaon Kty | India
Job description
Position Summary
The Sr. Technical Representative, Global Service Desk is responsible for simple to moderate internal user requests related technical assistance over the phone or email, as the first point of contact. This position assists staff with technical support of ID and Password, applications, and related technology. The position’s responsibilities require independent analyses, communication and problem-solving. The Technician is responsible for resolving support requests as well as meeting customer satisfaction and continuous service delivery demands.
Essential Functions/Core Responsibilities
To assist all our users with any logged IT related incident when called upon.
To diagnose and resolve system and application-related incidents, ID Password and issues related to software applications.
To accurately record, timely update and document tickets with relevant and detailed information.
To maintain a first-class level of customer service ensuring that all customers are treated efficiently and appropriately
Assist with resolution of problems related to system or application issues, including OS, MS Office, and other supported applications.
Perform daily incident management including ticket assignment, troubleshooting, resolution, and closure.
Conduct all job tasks, duties, and interactions with professionalism, respect, a positive attitude, and following company compliance policies.
Consistently support and demonstrate the company mission and values.
Assist users in simplifying everyday computer-related tasks and other shortcuts for various repetitive tasks.
Execute resolutions to problems and follow standard practices.
Combine technical expertise with customer service to work towards a resolution.
Work closely with the rest of the support team members to resolve issues quickly and efficiently.
Maintain a high level of customer satisfaction and quality support to end-user.
Candidate Profile (Skills, Required Experience)
Years Experience: 1 - 3 Years of Experience
Education: Bachelors Degree Preferred
Certifications: Certification or courses or Degree in computer Knowledge like BCA/MCA/Btech or Diploma courses in Computer Science or likewise.
Additional Requirements:
Career Framework Role
● Has developed knowledge and skills through formal training and/or work experience
● Appropriate level for those with work experience in the skilled area
● Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures, and makes sound decisions
● Completes work with a limited degree of supervision
● Normally receives detailed instructions on all work.
● Works within established procedures with a moderate degree of supervision.
Job tags
Salary
