Job
Description
Designation: Service Desk Tech I (Voice Process)
Grade/Level: 1
Roles and Responsibilities:-
- Responds to telephone calls, Self-Service tickets from users. Assign work orders/incidents to appropriate support teams and follow up until closure.
- Use the Incident Management System to document and manage problems and work requests and their respective resolutions
- Perform user account management activities
- Escalate complex problem to appropriate support specialists
- Troubleshoot software/Hardware and basic network errors, connectivity problems via telephone/email/chat for customers.
- Identify, evaluate and prioritize customer problems and complaints
- Troubleshoot software installation failure and provide support via telephone, remote access
- Provide remote assistance in assembling, installing and troubleshooting computer hardware and peripherals.
- Installing and managing Applications on Remote.
- Troubleshooting Internet Problems Both Internet, Intra-Net & VPN.
- Managing customer expectations regarding estimated response time
Technical Requirements
- Phone support experience necessary.
- Technical Service desk or technical call center experience is necessary.
- Disciplined, systematic problem-solving skills required.
- Hands-on work experience with the following:
- Hands-on work experience with Windows Operating systems and its native tools.
- ITSM ticketing tools such as Service Now.
- Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and LogMeIn
- Support for laptop, desktops, POS, and printers
Soft Skills
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Should have great customer handling skills
- Able to handle unforeseen situations
- High level of acceptance