SERVICE DESK

JOB DESCRIPTION FOR SERVICE DESK

Short version

L2 agent expected to troubleshoot day to day IT related issues via calls, chats and e-mails

Excellent English Communication is a must-have

Experience in help desk, customer service with problem solving involving hardware/software/network problem diagnosis

Good working knowledge of Windows10/Basic MAC OS(Basic Understanding), MS Office, Internet browsers, Antivirus and Firewall software, PC hardware, desktop/laptop and peripheral devices (printers, Copiers, scanners)

Customer service experience (International Customers) required (minimum 6 mon to 1yr)

Long version

Daily Activities:

Providing hardware/software/network problem diagnosis and resolution via telephone/chat/email for end users.

Routing problems/issues to appropriate support groups

Providing user access in various systems

Using the ITSM tool/Ticketing tool to document and manage problems, work requests and their respective resolutions and circumventions.

Take part in all Team meeting, trainings etc. as instructed by Operations.

Responsible to achieve the daily targets assigned to individual.

Soft skills:

Excellent communication skills (both verbal and written)

Analytical thinking

Great customer handling skills

Ability to acquire new information quickly and the willingness to do so at all times

Technical requirements:

Good working knowledge of Windows/MAC OS, MS Office suite, Basic Networking, Internet browsers, Anti-virus and Firewall software, PC hardware, desktop/laptop and peripheral devices (printers, scanners)

Basic understanding on ITSM tool

Knowledge if remote desktop connectivity applications (logmein, TeamViewer, Bomgar, etc.)

Understanding of the IT environment and readiness to learn new processes and technologies

Years of experience:

6 months to 1 year of previous IT experience (technical support and customer service)

Job type: Contract Reference: 21-05878