Job Description
Job Description:
- Helpdesk Senior Associate at Grade-5 position in Service Desk
- Must be a Graduate. B.Tech/B.E or any other technical degree preferred
- Good communication skills with 1 year of international calling experience
- Good comprehension & writing skills
- Must possess excellent customer handling skills
- Should be comfortable to work in rotational shift with 24x7 support window
Job description:
- Provide L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat.
- Activities include recognition, research, isolation, resolution & follow up steps.
- Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure.
- Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc.
- Sound knowledge of ITIL best practices around Incident & Request Management procedures.
Years of Experience: 2 Years – 4 years
Any specific to highlight.
- Minimum 0.6 to 2+ years of international calling experience in Technical troubleshooting.
- Mandatory to have exposure in troubleshooting of MS Windows, PC Hardware, Internet Explorer, MS Office
- (Office 365) & COTS applications.
- Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments
- within the Client Infrastructure