Job
Description
Dear Candidate,
Greetings from Trigent Software !
Offered candidates will be deployed to one of our client's location.
JOB DESCRIPTION: IT Helpdesk
Category 1 Band 3 Without Prior Experience
- Graduate in any discipline (including engineering graduates)
• No prior service desk experience or work experience is required
• Should possess excellent English communication skills
• Should possess basic IT skills/Trouble-shooting skills (No relevant certification necessary)
Category 2 Band 3 With Prior Experience
- Graduate in any discipline (including engineering graduates)
• Experience up to 1 year in IT service desk
• Experience of more than 1 year in ITES (e.g., Banking/Finance Customer Service, Collections, Outbound Calling, Front Office Customer Service etc)
• Should possess excellent English communication skills
• Should possess basic IT skills/Trouble-shooting skills (No relevant certification necessary)
Category 3 Band 4 With Prior Experience
- Graduate in any discipline (including engineering graduates)
• Minimum experience needed is 1 year in IT service desk
• Should possess excellent English communication skills
• Should possess basic IT skills/Trouble-shooting skills (No relevant certification necessary)
About the Role:
- Perform initial problem determination (Level 1 support) with related hardware, software and services support
• Provide technical advice / guidance / trouble shooting / support to B2B end users within specified SLAs
• Handle service entitlement failures associated with requests for in-scope services
• Assigning records to other support groups, as required.
• Performing the role as the account's advocate when dealing with other support / resolver groups
• Initiating service outage procedures as required
• Action requests for password resets and manage the requests to satisfactory completion
• Log all interactions with accuracy via established business processes and tools
• Advise and guide the client regarding the use of a broad range of products, offerings, and services
• Following a standard call flow and problem handing process
• Identify, resolve, and close the issue or route the incident record to the appropriate level of support
• Use technical resources and tools to support the client by answering questions and responding to client requirements
• Utilize client products, technologies and industry services skills to identify issues which may be related to product installation, update, configuration, operations, or performance
• Guide the client and advise on potential resolutions, implementation and play a key role in overall client satisfaction
• Understand, adapt, and contribute to the improvement of various SLAs, SLOs and KPI's in line with the customer expectations
• Manage and update inventory for software licences, hardware, and reporting
Mandatory Prerequisites:
• Is willing to work in a rotational shift environment depending on the Geo that the candidate is hired for. Example - EMEA / APAC / NA / Domestic.
• Is willing to work in an environment where he/she must communicate with the customers primarily over the phone and/or via chat and emails.
- Is willing to work from an office location in the city that the candidate is hired for which is NDA / GGN / HYD / BLR / Pune.
• Is willing to make alternative transport arrangements outside of the 7 PM to 7 AM window where applicable
• Does not plan to pursue full time higher education in the next 18 to 24 months
• Does not have any long leave planned within six months of the hiring date
• Understands and accepts that a job role change/promotion requires a minimum tenure of 18 months and is basis performance, and releasability to another role is dependent on the business requirements defined by the management and reporting manager.
Shift: Rotational shift including night (should be flexible)
Location: Bangalore
Shift time - Rotational Night Shift (US Shift)
Working days - 5 days
1 way cab provided
Please send CV if interested : hemalatha_a@trigent.com
Regards
Hema