Service desk

Shift Timings: Rotational Shift
Working Days: Rotational off
Work Type: IT Support role (voice)

Salary Package: 2.4 lpa

Role: Full time
Work From Office Mandatory
Locations Available: Pune, Noida and Hyderabad

Responsibilities

• Responsible for responding to customer requests, including but not limited to, answering calls via a phone queue, customer emails, chat support requests and providing after hours on call support for troubleshooting technical issues.
• Support end-user devices/peripherals, including but not limited to computer hardware, operating systems, communications, software applications, data processing and security.
• Support activities include supporting end-users accepting IT break-fix requests from customers across multiple entry points, providing IT break/fix issue resolution or escalation of the issue to the appropriate team.
• First line help desk; resolve basic level 1 and some level 2 issues including remotely troubleshooting issues relating to hardware and software (typically Windows, Mac OS, Apple, Google for Work, Android Phone Support, MDM, AirWatch etc.)
• Exposure to retail industry devices such as Point-of-Sale devices, Zebra devices, switches, routers, printers, other store equipment devices is preferred.
• Perform post-resolution follow-ups to help requests or incidents.
• Research issues and resolves technical problems.
• Creating/updating knowledge articles and support processes functions

Qualifications

• Experience Min. 6 Month to 1 Year
• Exceptional written and verbal communication skills with SVAR score of 65 or above.
• Exceptional ability to multitask.
• Exceptional ability to adapt and learn new platforms and skills on the fly.
• Exceptional sense of urgency
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Ability to work under pressure involves dealing with constraints which are often outside of your control - these might be resource or time constraints, the difficulty of the task or having insufficient knowledge required to complete the task, or unforeseen changes or problems.
• Good to have - Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows and Office365
• Good to have – ITIL Knowledge
• Graduate from an accredited institution or Under-graduate with relevant technical experience
• Previous customer/technical support or technology experience