Technical I, Global Service Desk

Job Title:

Technical I, Global Service Desk (TCF)

Job Description

Client IT Helpdesk, VDI environment end to end troubleshooting over Chat.

Key responsibilities:

• Coordinate as smart hands with different portfolio and engineering work groups
• Provide telephony chat support in performing installation and troubleshooting on Operating systems, soft-telephone, and applications.
• Perform hardware and software upgrades on desktops and laptops
• Attend to break/fix engagement as required for technology related problems and issues for all P1/Sev1 incident
• Prepare, maintain and submit reports and applicable records of system inventory, ticket SLA etc
• Perform checks and ensure that antivirus definition, OS patches are updated
• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)

Desired Skills :

• Hands on experience in VDI environment and troubleshooting skills, remote desktop support
• Hands on experience in Incident and Change management
• Excellent voice/telephony skills, Good Written Verbal Communication Skills
• Excellent customer service skill and client management skills
• Willing to work in 24/7 work environment, predominantly night shifts/US hours and ready to work from office.

Location:

IND Gurugram - Industrial Plot No. 243, 1st, 3rd, 4th, 5th 7th Floors

Language Requirements:

Time Type:

Full time

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