Job Details

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Job Description

 We are hiring for Specialist Tech Engineer- Service desk.

 

Location: Pune

Experience: 4+ yrs.

CTC: Upto 10 Lpa

 

Job Summary:

Candidates with a minimum 4-5 years of Service Desk experience – Those with technical knowledge and Remote Desktop Management with excellent English speaking skills and willing to work in rotational shifts.

· Effective Business Communication

· Communication in neutral accent over phone

· Operating the computer, OS and Knowledge base navigation

· Use of Ticketing tool

· Account Management / Password reset

· Active listening and probing skills

· Level 1 and 1.5 technical troubleshooting

· Analytical skills

· Remote desktop skills

Years of Experience Needed:

Candidates with a minimum 4-5 years of Service Desk experience.

 

Technical Skills:

· Experience in a large organization call handling, knowledge navigation, troubleshooting on a large-scale help desk environment

· Working knowledge of ITIL methodologies, such as Incident, Request& Problem management

· Working technical knowledge of current protocols, operating systems, and standards.

· Knowledge of all software applications used within the organization

· Able to operate effectively in a team environment with both technical and non-technical team members

· Able to operate with minimal supervision

· Able to manage time effectively, set priorities appropriately and holding accountability.

· Able to operate within customer standard operating procedures

· Hardware knowledge for Desktop & Laptop, with Windows OS ver 10

· Knowledge in Office 365

· Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s

· Record interaction using ticket tool with proper classification

· Perform account unlock/password reset as per defined process

· Dispatch tickets to support groups post gathering required information

· Refer Knowledge base and perform troubleshooting as per defined process

· Follow up and closure of incidents to ensure customer satisfaction

· Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents

· Excellent verbal and written communication skill in English Languages

· Self-motivating, proactive and a team player

· Able to operate effectively in a team environment with both technical and non-technical team members

· Effective communication with excellent probing skills

 

Non-Technical Skill:

· Address user tickets regarding hardware, software and networking

· Walk customers through installing applications and computer peripherals

· Ask targeted questions to diagnose problems

· Guide users with simple, step-by-step instructions

· Conduct remote troubleshooting

· Customize desktop applications to meet user needs

· Record technical issues and solutions in logs

· Direct unresolved issues to the next level of support personnel

· Good in communication

· Positive energy

· Positive attitude

· Self-learner

 

Certification:

· Good if Any

 

INTERVIEW PROCEDURE: VIRTUAL INTERVIEW.

HELPLINR NUMBER:

Rida : 7737776999

To apply: rida@conversejob.com

 

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 All the Best,

Converse Hiring Team.

KeySkills

active directory,BPO,Desktop support,Incident Management,International Voice,International Voice Call,it helpdesk,ITIL,service desk,Service now,Tech Support,Technical Support,TROUBLE SHOOTING,Troubleshooting,TSE,TSR,Voice