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Technical Support Representative (IT Service Desk)

Job Summary

Technical Support Representative at IT Service Desk acts as a first point of contact for all inbound calls and chats. This role focuses on modernizing customer experience by ensuring prompt response and updates to users.

Responsibilities and Duties

• Serve as the first point of contact for customers seeking technical assistance / support or update over the phone, chat, email channel.
• Gather query/issue/request detail and capture them into the ticketing system as per IT SD Process.
• Acts as queue manager to ensure all cases created from all channels gets assigned to shift engineers within SLA time in consultation with on floor lead engineer / manager.
• Generate various daily, weekly, monthly reports / dashboard as assigned by management.
• Provide administration support on ongoing IT projects as assigned by management.
• Ensure compliance and process adherence in all transaction and service delivery.
• Rotational shift to provide round the clock IT Support to customers as per scheduled shift roster.
• KB Documentation as per the department requirement.

Desired skills & competencies

• Graduate in any discipline.
• Excellent verbal and written English communication skills.
• Minimum six months of experience working with US users/customers, Knowledge of US Accent.
• Basic knowledge of IT Hardware, Software, Applications and Security to understand users query/issue and log them in to ticketing system.
• Any IT/Hardware/Software certification/training is an added advantage.
• Experience working with Excel, Word, Power point and Web based or software/application.
• Adaptive Learner
• Customer-centric
• Analytical Person
• Collaborator, team player