Technical Skills:

• Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s
• Record interaction using ticket tool with proper classification
• Perform account unlock/password reset as per defined process
• Dispatch tickets to support groups post gathering required information
• Refer Knowledge base and perform troubleshooting as per defined process
• Follow up and closure of incidents to ensure customer satisfaction
• Diagnosing, verifying, recording and reporting downtime and providing immediate notification for all incidents
• Diagnosing & troubleshooting virus problems that can be fixed using antivirus tool deployed
• Re-installation of the application packages corrupted or deleted by the users
• Incident, Problem, and Change Management within the EUC environment
• Provide technical assistance and training to end users on computer operating systems and standard applications

Process Skills:

1. Excellent verbal and written communication skill in English Languages.
2. Self-motivating, proactive and a team player.
3. Able to operate effectively in a team environment with both technical and non-technical team members.
4. Effective communication with excellent probing skills.
5. Experience in a large organization call handling, knowledge navigation, troubleshooting on a large-scale help desk environment.
6. Working knowledge of ITIL methodologies, such as Incident, Request&Problem management.
7. Working technical knowledge of current protocols, operating systems and standards.
8. Knowledge of all software applications used within the organization.  
9. Able to operate effectively in a team environment with both technical and non-technical team members.
10. Able to operate with minimal supervision.
11. Able to manage time effectively, set priorities appropriately and holding accountability.
12. Able to operate within customer standard operating procedures.
13. Knowledge in Office 365.    

Behavioral Skills:

• Professional image and grooming
• Self-confidence and interpersonal skills
• Analytical and problem-solving skills
• Strong listening skills.

Qualification: 

Any Graduate or pursuing last year of Graduation