Job Summary

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

Key Responsibilities

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

Skill Requirements

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

Other Requirements

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