Service Desk Associate - Pune, India - Outpace Consulting Services
Description
We Are Hiring ForService Desk Role With Leading IT Company. (
Immediate Joining to 30 Days)
Job Location:
Pune
Sal: 2.50 to 6.00 LPA
Language:
Proficient in English (Read + Write + Speak )
Role purpose:
Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls, web, chat and Service Requests
Roles and Responsibilities
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD
- Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
- Routes the enquiries to Resolver Groups as appropriate
- Reroutes misdirected calls
- Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
- Provides status and updates on tickets to authorized users
- Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
- Makes recommendations for updates to the KB database
- Adherence to policies and procedures, closure of open calls after resolution.
- 15 Yrs of experience in
Service Desk/International BPO/Technical Support: - Basic understanding of inter-relationship of software, hardware and communications Hardware trouble shooting skills Printer and Network issues
- Experience in PC Hardware configuration
- Experience supporting LANs, PC operating systems and desktop software
- Experience using a variety of PC software including Microsoft Office Suite,
- Knowledge and understanding of end user requirements
- Strong customer service orientation Self-Starter
- Good listening skills & Ability to analyze and solve technical problems
- Strong problem analysis, resolution, and writing skills
- Good interpersonal and communication skills Analytical skills excellent spoken and written communication skills
Mandatory Language Skill:
Prior SD experience and excellent English speaking skills
Key Skills
- DNSDNS ServerService DeskDHCPDHCP Server
- TCSProtivitiHPNetwork SupportInfosysIBMTech MahindraDesktop EngineeringCapgeminiCognizantAccentureMS OutlookLaptop SupportLeidosAtosMS OfficeIOSSemi TechActive DirectoryDXCHCLXPDeloitte
- Skills highlighted with '' are preferred keyskills
- UG:_Any Graduate
Company Profile:
Outpace Consulting Services
Leading IT Company
- Company Info
- X
- View Contact Details+
- Contact Company:_Outpace Consulting Services
Salary:
2.5-6 Lacs P.A.
Industry:
BPO / Call Centre
Department:
Customer Success, Service & Operations
Role Category:
Voice / Blended
Role:
Technical Support - Voice / Blended
Employment Type:
Full Time, Permanent
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