Job Description
Job Description
Must Have Skills
6+ years experience in an International Inbound Voice based Service Desk environment.
Has handled inbound and outbound calls, emails, tickets and chats supporting international users
Aware of and adhered to standard Service Desk SLA's
Able to troubleshoot issues related to Desktops, Laptops, Printers, Mobile and Handheld devices
Has experience troubleshooting Hardware, Software and Application issues
Has experience in handling escalations
Make sure of the end-to-end resolution for the open tickets
Hands-on experience with ITSM tools like Service Now, and BMC Remedy.
Hands-on experience with CMS tools like Avaya, and Cisco Jabber.
Ability to diagnose and resolve basic technical issues like MFA, MS Outlook, O365, VPN & application issues.
Hands-on experience with Software installation, uninstallation & licensing.
Respond to a high volume of tickets, and calls and ensure customer satisfaction with timely resolutions.
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Serve as subject matter expert, possessing in-depth knowledge of Help Desk support, document all end-user interactions to the recommended ticketing system, and work with other IT functional areas to resolve issues, when appropriate
Excellent Communication skills In English Verbal, Written and Listening.
Has a keen attention to detail
Flexible to rotational shifts / Night Shifts / Weekend work
100% Work from Office.
Nice to have Skills
Train, coach, and mentor Support Helpdesk agents.
Professional Qualification
6+ Years Service Desk experience
2+ Years experience and currently working as L1.5 or L2 or SME
Educational Qualifications
Graduate Degree mandatory.
ITIL Trained (Certification preferable) (v3 or v4)
Roles & Responsibilities
None
Eligibility
None
