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