Job Summary
SERVICE DESK First point of contact for all end user reported issues or requests Typically provides technical support for External customers Responsible for providing the first line of telephone technical support for hardware, Operating Systems, sub-systems and/or applications for customers and/or employees Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements Escalates complex problems to the Remote Support Engineering staff or Field Engineering Maintains call quality and response times as agreed SLAs. Maintains records of calls and ensures all cases are updated in the system Support multiple clients through customer service professionalism and insight A minimum of a bachelor s degree and above or equivalent with English as the primary language 1 to 2 years of experience with IT Service Desk (Tech Support Voice Process) Excellent verbal and written communication. Good Knowledge of Operating Systems, Hardware, Networking, and MS Applications Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) Multitasking and coordination skills Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions Willingness and ability to work in shifts (24 x 7) Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant Experience in Information Technology service delivery Relevant IT qualifications to a tertiary level (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
Key Responsibilities
SERVICE DESK First point of contact for all end user reported issues or requests Typically provides technical support for External customers Responsible for providing the first line of telephone technical support for hardware, Operating Systems, sub-systems and/or applications for customers and/or employees Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements Escalates complex problems to the Remote Support Engineering staff or Field Engineering Maintains call quality and response times as agreed SLAs. Maintains records of calls and ensures all cases are updated in the system Support multiple clients through customer service professionalism and insight A minimum of a bachelor s degree and above or equivalent with English as the primary language 1 to 2 years of experience with IT Service Desk (Tech Support Voice Process) Excellent verbal and written communication. Good Knowledge of Operating Systems, Hardware, Networking, and MS Applications Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) Multitasking and coordination skills Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions Willingness and ability to work in shifts (24 x 7) Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant Experience in Information Technology service delivery Relevant IT qualifications to a tertiary level (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
Skill Requirements
SERVICE DESK First point of contact for all end user reported issues or requests Typically provides technical support for External customers Responsible for providing the first line of telephone technical support for hardware, Operating Systems, sub-systems and/or applications for customers and/or employees Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements Escalates complex problems to the Remote Support Engineering staff or Field Engineering Maintains call quality and response times as agreed SLAs. Maintains records of calls and ensures all cases are updated in the system Support multiple clients through customer service professionalism and insight A minimum of a bachelor s degree and above or equivalent with English as the primary language 1 to 2 years of experience with IT Service Desk (Tech Support Voice Process) Excellent verbal and written communication. Good Knowledge of Operating Systems, Hardware, Networking, and MS Applications Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) Multitasking and coordination skills Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions Willingness and ability to work in shifts (24 x 7) Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant Experience in Information Technology service delivery Relevant IT qualifications to a tertiary level (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases
Other Requirements
SERVICE DESK First point of contact for all end user reported issues or requests Typically provides technical support for External customers Responsible for providing the first line of telephone technical support for hardware, Operating Systems, sub-systems and/or applications for customers and/or employees Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements Escalates complex problems to the Remote Support Engineering staff or Field Engineering Maintains call quality and response times as agreed SLAs. Maintains records of calls and ensures all cases are updated in the system Support multiple clients through customer service professionalism and insight A minimum of a bachelor s degree and above or equivalent with English as the primary language 1 to 2 years of experience with IT Service Desk (Tech Support Voice Process) Excellent verbal and written communication. Good Knowledge of Operating Systems, Hardware, Networking, and MS Applications Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) Multitasking and coordination skills Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions Willingness and ability to work in shifts (24 x 7) Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant Experience in Information Technology service delivery Relevant IT qualifications to a tertiary level (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases