Converse Placement Services India Pvt. Ltd.
Converse Placement Services India Pvt. Ltd. 000000000 abc@gmail.comJob Description
Job Description:
- Functional knowledge of Microsoft Active Directory and Windows
- Competency in MS Office Suite.
- Strong documentation skills and attention to detail. Customer-focused; demonstrating empathy with others, good listening, and questioning skills.
- Ability to work well with others and contribute to team values and rapport-building across the organization.
- Effective prioritization skills and the ability to execute tasks in a high-pressure environment.
- Experience working in a team-oriented, collaborative environment.
- The ability to work flexible schedules, including weekday, weekend, day shift, night shift, and potentially overnight shifts is required.
- CompTIA A+ preferred
- ITIL Certification/Preferred
- Previous experience providing technical support
- Experience with enterprise ticketing systems/Desktop support/printer support/service desk.
WHAT YOU WILL DO
- Acts as a single point of contact for all phone and email queries from internal customers.
- Troubleshoots basic software and hardware issues via phone and resolves upon first contact, when possible.
- Fully documents all cases in the service desk tool and escalates to appropriate resolver groups.
- Monitors the progress of requests for support and ensures that customers and other interested parties are kept informed.
- Escalates unresolved tickets to the appropriate resolver groups.
- Performs basic support functions such as password resets, unlocking accounts and AD group changes.
- Provides "how to" assistance on all internally supported devices, applications and systems.
- Escalates issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follows up on incidents when appropriate.
- Leverages internal and external resources (knowledge bases, manuals, support sites, vendors, etc.) to answer questions and resolve issues.
- Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
- Builds relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.
- An advocate for the customers to ensure he or she receives high-quality and timely service and support from the entire IT organization.
Team Converse
KeySkills
Desktop support,ITIL,Microsoft Active Directory,MS Office Suite,service desk,Technical Support,ticketing,WindowsFunctional Area
Technical Support / HelpdeskJob Overview
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Offered Salary
Rs.500000 - Rs.1000000 -
-
Designation
Service Desk Associate - Sme/Team Lead -
Industry
BPO / Call Centre -
Experience
3 - 8 Years
Job Location
Leading Employers already using job and talent.
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