IT Helpdesk

Job Description

We are looking for immediate joiners with excellent communication skills, as the role involves interacting with international customers.

Involves Night Shift

Job Title: Senior Associate
-Help Desk

Department: Technology Service Desk

Reports To: Associate Manager / Manager Helpdesk RIM Team

• Act as point of contact for all technical related issues and requests for WAH users.
• Provide technical assistance through TFN by understanding the issues to enable Service Delivery/ Support users into production.
• Monitor and manage the WAH Queue and provide appropriate resolutions to maintain the agreed Service Level.
• Provide response / resolution for escalated emails and P1 incidents
• Priority should be provided for P1 & P2 incidents for WAH users
• Escalate unresolved issues to higher-level support or specialized teams as necessary.
• User Administration on Windows Active Directory and other internal applications for multi-tasking ability while handling customers on call and other modes of support.
• Configuring and Troubleshooting on VPN/VDI/Softphone/Hard phone for a WAH users Handle calls & tickets within the defined SL.
• Deliver SLAs based on ITIL standards adherence to their respective KRAs
• Document all customer interactions accurately in the ticketing system.
• Efficient problem resolution and maximize the system availability
• Maintain a positive attitude and always provide excellent customer service.

• Excellent communication Skills (Verbal and Written)
• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering is preferrable or any stream
• Understanding the needs of both internal and external customers and be committed to delivering an excellent service.
• Relevant call taking experience handling technical calls with the US customers for IT related support
• Dedication and ownership of handling request/incidents till closure
• Willing to work on different shifts and be assigned to other sites/location if required

• Any technical certification is preferred, with 3 8 years of Experience in a relevant field.
• Communication should be excellent in voice / verbal as they handle US customers
• Technical experience with Windows Operating Systems and basic Hardware & Networking knowledge
• Technical knowledge in Server/ Virtualization and other technical stream would be an added advantage.
• Familiar with Remote Tools like Active Directory, RDP, Log Me In , MSI, Power-shell script etc;