Service Desk - Voice trainer

TCS has been a great pioneer in feeding the fire of young techies like you. We are a global leader in the technology arena and theres nothing that can stop us from growing together.
What we are looking for
Role:
Service Desk - Voice trainer
Experience Range: 5 to 7 Years

Location:

Chennai
Must Have:

• Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat

• Willing to work in night shifts over prolonged period

• Excellent written & spoken communication skills

• Demonstrate effective soft skills, active listening skills and ability to empathize with customer’s situation

• Effectively manage length of calls, handle time, and after call work

• Walk the customer through the problem-solving process

• Determining the best solution based on the issue and details provided by customers

• Provide accurate information on IT products or services

• Good troubleshooting skills involving:
O Assisting users with password resets and account unlock for reported incidents and requests.

• Performing remote troubleshooting through diagnostic techniques and pertinent questions

• System boot issues and Microsoft Office related issues
O Provide connectivity support for home users including network broadband, Virtual Technologies, and VPN
o Providing support on technologies such as MFA, SCCM
o Providing smartphone assistance for in home connectivity
Good to Have:
o Providing Apple, Android device support over the phone
o Using specific tools to diagnose issues, make recommendations for resolution
o Placing corporate phone orders through authorized vendor portals
o Supporting hardware collection of terminated employees
o Providing support through the technologies such as Nexthink, Controlup and App Volume Manager
o Providing support to Mac Os devices.
O Good working knowledge and experience in Active Directory (Add/Remove & Edit Users), Office 365, Jamf.
O Printer configuration and troubleshooting
o Creating and updating the Knowledge base articles for the infrastructure support
Essential:
o Providing Apple, Android device support over the phone
o Using specific tools to diagnose issues, make recommendations for resolution
o Placing corporate phone orders through authorized vendor portals
o Supporting hardware collection of terminated employees
o Providing support through the technologies such as Nexthink, Controlup and App Volume Manager
o Providing support to Mac Os devices.
O Good working knowledge and experience in Active Directory (Add/Remove & Edit Users), Office 365, Jamf.
O Printer configuration and troubleshooting
o Creating and updating the Knowledge base articles for the infrastructure support

Minimum Qualification:

15 years of full-time education
Minimum percentile of 50% in 10th, 12th, UG & PG (if applicable)