Service Desk Engineer | 1 To 6 Yrs | Noida

Role & responsibilities

Job Description:

• We are looking for self-motivated individual with experience in voice based process providing Help-desk Support (IT)
• The ideal candidate should have good knowledge of technical helpdesk support functions with a minimum 2+ year of experience
• Preferred qualification is B.Tech/BCA/Diploma in IT field
• Should be open to a 24*7 work environment, Rotational shift with rotational weekoff
• Should be available to work on Indian Holidays
• Should be good in taking initiatives and responsible enough to handle pressure
• Must have a good understanding of handling Service desk issues
• Should possess excellent verbal & written communication, presentation skills, inter-personal skills
• Experience in similar help-desk profile which involves Incident Management & technical troubleshooting in Retail domain

Responsibilities:

• Handle Incoming Calls and perform troubleshooting over call as per Knowledge Articles available and provide first time fix over calls
• Handling Trouble Tickets in the form of Chat/Service Requests/Emails
• Working towards meeting the defined SLAs for all metrics
• Maximize customer satisfaction through effective solutions delivery
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• To take ownership of user problems and be proactive when dealing with user issues