Education
Job Description
We are looking for a customer service oriented Help desk specialist to provide technical support to users in an efficient and accurate manner. You will be considered as the firm's front liner and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.
Responsibilities
1. Provide first level contact and convey resolutions to customer issues
2. Properly escalate unresolved queries to the next level of support
3. Track, route and redirect problems to correct resources
4. Update customer data and produce activity reports
5. Ensure proper recording, documentation, and closure of cases
6. Utilize excellent customer service skills and exceed customers expectations
7. Creating/Updating Knowledge Article and cascade knowledge to team members
Job Specification:
1. Graduated in anyone of the following steams. BCA, BSc. computer science, BE or BTech.
2. Proficiency in communicating in English
3. Proficiency in handling email and chat requests
4. Proven 1-2 years of working experience in providing help desk support
5. Working knowledge of help desk software, databases, remote support tool, Microsoft word, excel, powerpoint and outlook.
6. Knowledge in Microsoft Visio is an added advantage
7. Must have a strong email writing skills
8. Strong client-facing and communication skills
9. Advanced troubleshooting and multi-tasking skills
10. Investigating/Resolving Applications Issues (Taking up learning opportunities, Applying practical skills, Learning by doing, Identifying critical issues)
11. Customer service orientation
12. Good interpersonal skills
13. Interacting with clients/people
14. Showing Resilience
15. Adjusting to Change and should have quick adaptability of new processes and technologies.
16. Inviting feedback
17. Meeting Deadlines, Finishing Tasks within the allotted time, Finding errors, Ensuring Accuracy,
18. Following Procedures (Adhering to rules, Following instructions)
19. Team player and able to work and communicate within the team across the globe via phone, email, and chat
20. Understanding of ITIL framework is an added advantage
21. Flexible to work on 24/7 environment
22. Flexible to provide on call support in weekends
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