Technical Voice Process

As a Service Desk Senior Associate, your role involves advising and assisting users over the phone, chat, and email in solving problems related to hardware, software, networks, and peripherals. You will utilize available technology and internal processes & procedures to screen, diagnose, research, and resolve user issues. Additionally, you will document service requests, dispatch orders to support groups for problem resolution, and provide users with guidance on IT policies, capabilities, and limitations to ensure a quick response and maximize uptime for all users. Your key responsibilities will include: - Managing customer interactions and recording reported issues in the ITSM. - Identifying issues, applying fixes, and investigating root causes using internal instructions. - Providing technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and email. - Screening, referring, and diagnosing internal inquiries and work requests related to PC maintenance. - Acting as a liaison between customers and departments within the organization to ensure all online system problems are resolved accurately and timely. The qualifications required for this role include: - Fluency in the English language. - Flexibility to work shifts if required, including 247 shift availability. - Minimum 1 year of experience in a similar role. - Ability to work 10-hour shifts; shift allowance included. - Location: Noida (PIN 144) or Bangalore. In addition to the above, the company offers a competitive salary range of 4.6 to 7 LPA fixed, with incentives, shift allowance, and variable components. As a Service Desk Senior Associate, your role involves advising and assisting users over the phone, chat, and email in solving problems related to hardware, software, networks, and peripherals. You will utilize available technology and internal processes & procedures to screen, diagnose, research, and resolve user issues. Additionally, you will document service requests, dispatch orders to support groups for problem resolution, and provide users with guidance on IT policies, capabilities, and limitations to ensure a quick response and maximize uptime for all users. Your key responsibilities will include: - Managing customer interactions and recording reported issues in the ITSM. - Identifying issues, applying fixes, and investigating root causes using internal instructions. - Providing technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and email. - Screening, referring, and diagnosing internal inquiries and work requests related to PC maintenance. - Acting as a liaison between customers and departments within the organization to ensure all online system problems are resolved accurately and timely. The qualifications required for this role include: - Fluency in the English language. - Flexibility to work shifts if required, including 247 shift availability. - Minimum 1 year of experience in a similar role. - Ability to work 10-hour shifts; shift allowance included. - Location: Noida (PIN 144) or Bangalore. In addition to the above, the company offers a competitive salary range of 4.6 to 7 LPA fixed, with incentives, shift allowance, and variable components.