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    Analyst - Service Desk - Pune, India - Capita

    Capita
    Default job background
    Full time
    Description

    Description

    :

    First point of contact for Capita Customers, providing 1st Line diagnosis and resolution
    Logging incidents and service requests from customers received via telephone, email, chat and customer portal (DWP), and process accordingly
    Providing remote technical assistance including the setting up of computer hardware systems, installing and upgrading software, and troubleshooting basic IT issues.
    Ability to diagnose complicated windows related issues and find out the root cause.
    Ability to guide users with simple, step-by-step instructions where remote access is not possible.
    Ability to perform remote troubleshooting and provide clear instructions to end users
    Escalate issues to the relevant person/team, when appropriate to resolve issues within SLA.
    Ability to provide an excellent customer service and value to end users, ensuring customers are kept updated on progress of tickets
    Help create technical documentation and manuals
    Ability to direct unresolved issues to the next level of support personnel

    Location:

    Pune

    ,

    India

    Time Type:

    Full time

    Contract Type:

    Permanent

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