Technical Support Specialist

Mandatory requirement for experienced candidates:

• 12-18 months work experience in Service Desk/ Tech support process
• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Service Now, Microsoft Teams, SharePoint and OneDrive, active directory for Business
• Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
• Understanding of ITIL working practices

Communication & Relationships Skills

• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
• Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

Skills & Knowledge

• Communicate at all levels
• Ability to work across organizational and professional boundaries
• Excellent verbal and written communication skills
• High level of interpersonal skills, including active listening and understanding
• Good organizational skills and ability to prioritize workloads.
• Work to tight deadlines / service levels
• Business etiquette
• Broad knowledge of IT products, services and terminology

Education : Must be graduate

Shift : 24/7

Work from office

Location : Pune and Bangalore

Job duties and responsibilities

• Actively troubleshoot to identify, assess, record, resolve and / or escalate incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• To participate in an on call rota, providing a 24 hours, first line support service to users.
• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
• Update incidents with detailed and relevant information in a timely and effective manner;
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
• Escalate an incident or troubleshoot tickets according to the company escalation processes;
• Ensure Customer Service Level Agreements are met or exceeded;
• Respond to customer enquiries in a timely and efficient manner;
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines

Ensure customer/user confidentiality and data protection at all times Role & responsibilities